Creating Knowledge Rules

Overview of Knowledge Rule Functionality

Configuring Rule Groups

Use the Knowledge tab in the Options and Tools | Automate | Rules screen to create rules that will perform actions when specified conditions based on Knowledge record fields or events are met. Rule creation involves entering a name for the rule, selecting the type of rule, selecting one or more conditions and time frame intervals if applicable, and then selecting one or more actions to perform if those conditions are met.

In order for a rule to be evaluated, it must be included in a rule group; rule groups are applied to knowledge entries through category combinations. (A default rule group will apply if none are applicable.)

Creating an On Knowledge Entry Save Rule

On Knowledge Entry Save rules do not incorporate time frames; when a knowledge entry is saved, rules in the associated rule group are evaluated on the record, and if true, their actions are performed.

Configuring Conditions

Use the first Match <All/Any> of the Following Conditions field to specify whether you want every configured condition in this rule to be met, or any configured condition in this rule to be met.

Use the Add Condition and Remove Condition icons to display and remove a set of condition dropdown fields (a list of fields, a list of comparison methods, and a list of values applicable to the selected field) to evaluate upon knowledge entry save. In the Select a Target dropdown, select what to evaluate: an entry field or event.

In the next dropdown, select the comparison method. Note that Contains returns a true result if the value is included in the field but other characters are included in a field as well; the value can be embedded in a word. Is returns a true result if the value is the only set of characters included in a field.

Finally, select the value to be used with the comparison method.

Click the Add Condition icon if you wish to include another condition. You can use the Add Condition Group icon to put a set of conditions to be evaluated together in a group.

Configuring Actions

Use the Actions section to select the actions to perform when the conditions are met. After creating the first action you can use the Add Action   icon to create another action. Use the Remove Action icon to remove any action lines.

• Change a field by selecting Change, the field to change, and the value to change it to.

  

• Create an incident or change and apply a configured template by selecting Create and the template to apply. Note that only incident templates configured with a default customer can be used, and the resulting incident or change assignee will be the knowledge entry's reviewer, if one is set.  If no reviewer has been set, the knowledge entry's author will be assigned.

  

• Execute a Slack webhook for posting Knowledge data to a Slack web application.
• Execute a configured webhook for posting Knowledge data to a web application
• Send a desktop notification.
• Send an email notification by selecting Notify, the recipient, and the notification to be sent. You can select the default or a custom notification. If possible the notification options will include one of iSupport’s default notifications that match the condition or recipient. Click the Show Notification icon to display the contents of the selected notification. You can use the Create New and View/Edit icons to access the Custom Notification screen.

  

  

• Send an SMS notification. Select Notify - SMS, the recipient, and the notification to be sent. The contents of the SMS Text field in the custom notification will be sent; if that field is blank or if it is a default notification, the contents of the Subject field will be used. If sending to a support representative, the message will be sent to the following in their Support Representative record: if Twilio integration is configured, the number in the Mobile field; if Twilio is not configured, the address in the Alt Email field; if that is unavailable, to the address in the Email field. If sending to a customer, the message will be sent to the following in their Customer Profile record: if Twilio integration is configured, the number in the Mobile field; if Twilio is not configured, the SMS email from mySupport (email to text); if that is unavailable, the address in the Email field.

  

Creating Time Frame Intervals for Time-Based Rules

Time-Based and Time-Based: Cumulative Rules

With Time-Based and Time-Based: Cumulative rules, the Time Frame Intervals and Actions section will include Intervals, Time, Minutes/Hours/Day(s) fields as well as a set of fields for entering an action to be performed when the condition is met for the interval time frame.

The difference between these types of rules is that, if conditions change prior to the configured interval settings, Time-Based rules will clear all pending actions and the time frame will restart if conditions are met again; 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.

In the Configure Time Frame Intervals and Actions section, use the Intervals field to specify the number of times a time frame should be established and monitored, and use the Time and Minutes/Hours/Day(s) fields to specify the amount and unit of time in the time frame. Use the dropdowns in the indented actions line to specify the actions to perform if conditions are met for that interval time frame.  Example

Time-Based: Important Dates Rules

Time-Based: Important Dates rules enable you to specify a number of days before or after the value in a specified date field. This type of rule will be evaluated when the defined number of days before or after the value in the specified date field occurs. Actions will be performed if the rule's conditions are met at the time the Time-Based Rule agent runs.

Configuring Multiple Time Frame Intervals

You can use the Add Interval  icon to add another interval time frame set and actions to perform if conditions are met for that interval time frame.  Example

The Move Down  and Move Up  icons will appear for changing the order in which the interval time frames will be evaluated.

Note: If you change a condition, time interval, or time value in an existing time-based rule and interval timers are in process for any records associated with it, the timers will be reset.

Enabling the Time-Based Rules Agent

If you are configuring Time-Based and Time-Based: Cumulative rules, ensure that the Time-Based Rules agent is enabled via the button in the Rules list screen. Note: If you change a condition, time interval, or time value in an existing time-based rule and interval timers are in process for any records associated with it, the timers will be reset.

Displaying a Timeline for Configured Time Frame Intervals

Use the View Timeline button at the bottom of the screen to display a dialog with a gauge chart depicting the time frames for each interval; actions will appear when you hover over a time frame with your mouse.

Printing a Rule

Click the Print button to display a summary of your entries; you can click the Print link in the dialog to send the information to the printer.

Associating Rules With Rule Groups

After creating a rule, you’ll need to include it in a rule group. You can do this via the Rule Group tab in the Rules screen or via the Rule Group screen. On the Rule Groups tab, click the Add link. Rule groups configured via the Rule Group screen appear; select the applicable group(s) and click OK. The rule group displays along with the Position field; use it to specify the order in which actions should be taken when conditions are met. If rules in a group contain duplicate actions, the position will determine the rule that will take precedence.