ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
4. After defining the rules, you need to define the actions that need to be performed on the
request matching the criteria. Choose the action from the Choose Action drop down list.
5. Click Choose button to select the values for the chosen action. Example: If the action
you had chosen was to Place in Group, then click the Choose button to display the list of
groups available in the corresponding site. Select the group to which the request has to
be placed and click Ok.
6. Click Add to add the action in the actions table.
Notification
You can send Email and SMS notification to technicians once a business rule is applied.
Caution: Configure Mail Server Settings before enabling Notification.
To enable Email notification,
� Select the check box beside Email. Click Add to select the list of technicians from Select
Assign to Technicians pop up window. Click Ok to add the technicians.
To enable SMS notification,
� Select the check box beside SMS. Click Add to select the list of technicians from Select
Assign to Technicians pop up window. Click Ok to add the technicians.
To edit the Email Template,
� Click Edit Email Template link to open the email template form. Make the required
changes in the Subject and Message text field. Click Ok.
Click Save. If you want to add more than one business rule, then click Save and Add New. At any
point, if you do not wish to add the business rule and would like to get back to the business rules list
from the add business rule form, click Cancel.
Edit Business Rule
To edit an existing business rule,
1. In the Business Rules List page, click the edit icon beside the Business Rule Name that
you wish to edit.
2. In the Edit Business Rule form, you can modify all the fields mentioned in the add business
rule form.
3. To edit the Match the below criteria set, click the edit icon beside the individual criteria.
The respective selection window is opened in a separate pop-up. You can choose more
values or remove a few values by de-selecting them.
4. You can also delete a criteria completely. To delete a criteria, click the delete icon beside
the individual criteria.
5. In the actions to be performed, you can add new actions, edit or delete the existing actions.
6. Click Save to save the changes performed. At any point you wish to cancel the operation that
you are performing, click Cancel. Even while editing a business rule, if you wish to add
another new business rule, then click Save and Add New button.
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