Business rules for tickets
Business rules for tickets are predefined conditions and actions that automate processes, ensuring that tickets are categorized, assigned, and processes efficiently. By defining these rules, teams can reduce manual work, improve response times, and ensure compliance with service level agreements (SLAs).
The rules are accessible from the Administration
> Rules
> Business rules for tickets
menu.
Setting up Business Rules involves 4 main stages:
Defininig the order of execution of this rule.

Rules
A rule is made up of different criteria. Depending on the option chosen (OR / AND) one or all of the criteria must be completed to trigger an action list.
You can refer to general behavior of rules here.
Create a new rule
Administration
>Rules
>Business rules for tickets
click onAdd
,Name your rule,
Choose the
Logical operator
according to your needs - if you are not sure which one to use, see more here. In this example we are using the Logical operatorAND
,In
Use rule for
you choose if the rule runs just when a ticket is created, when it is updated or both. In this example we a re using just forAdd
,
Add additional
Comments
to your rule if you need,Set
Active
toYes
if you want the rule to be activated right after its creation,Click on
Add
at the end of the form.

Example
We are creating a rule to set our SLA and OLA according to this article:
Every time a ticket is opened from the
Entity
calledBrazil
AND theCategory
is notServers
The ticket must assume A
Time to Own
of 4 hours in Brazil and a Time to Resolve of 5 days in Brazil
These SLAs must be already created.
Setting up the criteria for your business rule
In your new business rule, click on the tab with the name
Criteria
,Click on
Add a new criterion
,Chosse a
Criterion
that matches one or more needs of your tickets,In this case
Criterion
>Entitiy
>is
>Brazil
Click on
Add
,Choose the second
Criterion
>Category
>is not
>Servers
Click on
Add
.

Setting up actions for your business rule
In your new business rule, click on the tab with the name
Actions
,Click on
Add a new action
,Chosse an
Action
that matches one or more needs of your tickets,In this case
Action
>SLA Time to own
>Assign
>TTO - 4 hours in Brazil
Click on
Add
,Choose the second
Action
>SLA Time to resolve
>Assign
>TTR - 5 Days in Brazil
Click on
Add
.


References
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