Overview of iSupport's Rule Functionality

Configuring Rule Groups

Using iSupport Rules for Service Level Agreements

Sending Notifications via iSupport Rules

Use the Rules screen to create rules that can perform actions when specified conditions are met. This powerful functionality can be used to automatically perform actions such as:

• Changing field values
• Sending notifications
• Routing via load balancing
• Initiating an approval cycle
• Executing a webhook to post data to a web application
• Creating a new incident or change using a template or hierarchy template
• Updating the history in a Customer Profile record, deleting an incoming email, or forwarding an incoming email to a specified email address

iSupport includes Asset, Incident, Problem, Change, Customer Profile, Knowledge, Opportunity, Purchasing, Email, and Survey rule functionality.

Rule Groups

For all work item rules except Customer Profile rules,  rules are only evaluated if included in a rule group. When a work item is saved, the matching rule group is first determined. Then, all rules in that matching rule group are evaluated. If a rule’s conditions are met, its actions are performed. Default rule groups are included in iSupport on installation or upgrade. Use the Rule Groups screen to configure and assign rule groups.

Customer rules are not included in rule groups; customer rules are evaluated when a Customer Profile is saved and if a rule’s conditions are met, its actions are performed. You can execute a rule on a one-time basis in the Rule screen.

Note that you cannot delete a rule if it is currently included in a rule group.

Rule Types

Rule types are as follows:

• On Save rules do not incorporate time frames; when a work item is saved, rules in the associated rule group are evaluated, and if true, their actions are performed.

  

• Time-Based rules incorporate time frames with conditions; when conditions are true upon save, the date and time that the interval time frame would be reached is recorded and monitored by the Time-Based Rule agent. If the conditions required to meet the rule do not change before the interval time frame is reached, the agent performs the actions specified. If conditions change prior to the recorded date and time:

  

• Time-Based rules will clear all pending actions and if conditions are met again the time frame will restart.
• Time-Based: Cumulative rules will suspend all pending actions and if conditions are met again the time frame will include previous amounts of time in which conditions were met.
• Time-Based: Date rules will perform the specified action(s) when the defined number of days before or after the applicable date (followup, implementation, etc.) occurs.
• Email rules are applied to all incoming email (except those that contain an existing incident number in the subject or body of the email) when the email is received.