ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Configuring Business Rules
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
You can define Business Rules for various sites of your organization. Business Rules enable you to
organize the incoming requests (via web form and e-mail) and perform actions such as delivering
them to groups, assigning status and other request parameters. Business Rule can be applied to a
request when it is created (or received), edited or both. Notification can also be sent to the technicians
once the Business Rule is executed.
To open the Business Rule configurations page,
1. Login to the ServiceDesk Plus application with admin username and password.
2. Click the Admin tab in the header pane.
3. On the Helpdesk block, click the Business Rule icon . The resulting page displays the
available list of business rules under the Default Settings. You can add, edit, delete or
organize business rules of a particular site.
Note: The Site Admin can add and view the business rules to the site which he is associated.
To view the business rules of a site, select the site from the Business Rules for combo box.
If the sites are not configured then the Business Rules for combo box will not appear. To
configure the sites refer Sites under Organizational Details block.
Add New Business Rule
To add a Business Rule,
1. Select the site to which you want to add the business rule from the Business Rules for dropdown
list. By default, the 'Default Settings' option is selected.
2. Click Add New Business Rule link available at the top right corner of the Business Rules List
page.
3. The Add Business Rule form consists of three blocks to be configured namely, Business
Rule Details, Criteria and Actions and Notification.
Business Rule Details
The details of the Business Rule are exclusively for the newly added business rule.
1. Specify a unique Rule Name in the given text field. It is a mandatory field.
2. The Site selected in Business Rules for drop down box is displayed in non editable text.
3. Provide the content to describe the business rule in the Description text field.
4. Business Rule can be executed on a request when it is created via web form (or received
via email), edited or both on choosing the options from Execute when a request is dropdown
list. By default, the 'Created' option is selected.
5. You can disable a Business Rule by selecting Disable Business Rule check box. On
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