Service Automation
The Business Rule Service is used to automate service desk processes through workflows and notifications. With Business Rules you may configure automatic routing of requests, priority escalations as they pertain to SLAs and notifications based on customizable criteria.
Business Rules can automate some tasks typically handled by Support Reps. This can avoid unnecessary distractions and allow them to focus on their duties. Business Rules can also be used to inform Support Reps of requests meeting specific conditions with Email, Alert and Text Message notifications.
Access from the Interactive User Interface
To access Business Rules, open the Main Menu, and navigate to the Design tab, and choose either Business Rules or Email Rules.
Service Automation Navigation
Pages in the Section
 | Business Rules - Service Requests |  | Email Rules |
|---|---|---|---|
 | Email Template |  | Criteria Options for Rules and Reports |