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:

1. Creating a new rule.

2. Defining the criteria which will match all or some conditions, according to the logical operator.

3. Defining the desired actions once the criteria matches.

4. Defininig the order of execution of this rule.

BUSINESS RULES

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 on Add,

• 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 operator AND ,
• 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 for Add,

Reminder

Every rule created start running in tickets opened or updated after the rules creation. So previous tickets will not reveive any actions from new rules created or updated.Give your rule a Description to make it easier to read without the need of opening criteria and actions,

• Add additional Comments to your rule if you need,

• Set Active to Yes if you want the rule to be activated right after its creation,

• Click on Add at the end of the form.

CREATE RULE

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 called Brazil AND the Category is not Servers

• 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.

Reminder

This is just ONE example. You may create other rules according to your business.

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.

Reminder

Since we have chosen the Logical operator **`AND`**, the rule will execute its action only when all the criteria match.

ADD CRITERIA

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.

ADD ACTIONS

Reminder

If for some reason, once a rule matches, the engine needs to stop running the next rules, you must choose the Action > Skip remaining rules so no other rule after that one in the order will be executed.

SKIP RULES

References

Documentation GLPI "Rules"