ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
disabling a Business Rule, the rule will not get executed on any new or edited request.
The disabled business rule will be marked in grey in the list view.
6. By default, the execution of the business rule will stop once a rule is applied on a request.
To continue execution of successive business rules even after a business rule is applied
on a request, select Turn on Cascade Execution check box.
7. By default, when a business rule is applied, the request values will be changed with the
values in the business rule only if the request value is empty. If the request value is not
empty, the business rule value will not be applied. To override the request values with the
values in the business rule enable Override request values with Business Rule
values. Example: If the Priority in a request is set to 'High' and the Actions Set in the
business rule is 'Set Priority to Low', then the priority is automatically set to 'Low' when
the business rule is applied.
Note: Bulk actions such as delete, disable/enable business rules, turn on/off cascade
execution can be performed on a business rule by selecting the check box beside the
business rule and click Actions drop down button.
To turn on/off cascade execution to a business rule from the list view, click the icon
beside the business rule. A confirmation message appears. Click Ok to continue. The icon
will be grayed if the cascade execution is discontinued.
Criteria and Actions
Under this block, define the rules and criteria that need to be satisfied by the incoming
request.
1. Select the Criteria and Condition from the respective drop-down list, and then the
individual values that needs to be matched by clicking the Choose button. The values
from the database for that particular parent criteria that you chose from the drop down list
opens. Choose the values you want and click Ok. Example: If you want to match the
requester name John, then select Requester Name in the Select Criteria drop down box.
Now select the condition is or is not from the drop down list. The list varies for each
criteria. Click Choose button to open the list of requesters in a pop-up window. Select the
requester name from the list and click Ok. For multiple selection, press Shift or Ctrl key
while selecting the names. The selected names appears in the text box just beside the
choose button.
2. Click Add to Rules to add the defined rule to the rules table.
3. By default, the radio button Match ALL of the following is selected. If you do not want
all of them to be checked but if it is enough if any one of the rules are matched, then
select the radio button Match ANY of the following.
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