Overview of Opportunity Rule Functionality

Configuring Opportunity Rules

Opportunity rules perform actions when specified conditions based on Opportunity record fields or events are met. In order for a rule to be evaluated, it must be included in a rule group; rule groups are applied to opportunities through customers, companies, and support representatives. (A default rule group will apply if none are applicable.) When an opportunity 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. This functionality can be used to:

• Change values in the Assignee, Customer, Probability, Stage, Type, Estimated Close Date, and custom fields for an Opportunity record
• Send notifications via email, Desktop, and SMS
• Execute a webhook for posting Opportunity data to a web application

A default Opportunity rule group will be included in iSupport on installation or upgrade. You can use the Options and Tools | Automate| Rule Groups screen to create new rule groups and assign them to customers, companies, and support representatives. (You can also assign rule groups via those entry screens.)

There are four types of Opportunity rules:

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

  

• Time-Based and Time-Based: Cumulative rules incorporate time frames with conditions; when conditions are true upon save of an opportunity, 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: 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.

  

Enable the Time-Based Rules agent on the Agents tab in the Rules opening 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.