Business Rules for Custom Module
Business rules are used to automate certain actions for incoming records that fulfill certain criteria. Some of the actions that can be automated using business rules include employee onboarding, leave request approval, assigning groups or technicians, auto-update status, and priority.
Business rules are common for the entire organization. They are not site-specific.
Role Required: SDAdmin
Business rules are categorized and organized under rule groups. You can configure a rule group for all related groups. Rule groups are incredibly useful because you can restrict or apply only specific rules for an incoming record.
To create a new group, click Rule Group. On the displayed page, provide a name and description and click Add.
Configuring a Business Rule
After creating a rule group, create a business rule.
Hover over the rule group and click Add Rule. Fill out the displayed form using the following pointers.
Use the toggle button to enable the business rule. You can disable it when you want to pause its execution later.
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Explanation |
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Rule name and Description
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Provide an appropriate rule name, along with a brief and clear note on how the business can be used.
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Execute on actions
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Choose when to execute the rule in the record life cycle:
If you choose Edited, you will have the option to choose whether to execute the rule every single time or only the first time, when you configure the Condition.
If you choose Deleted Permanently and configure Abort process execution as the action, the deleted record will be retained in trash.
The Moved to Trash feature will be available only when the Trash option is enabled on the custom module details page within the Admin section.
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Cascade Execution
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Choose the order of rule execution:
Cascade execution establishes an order in which the rules are executed. This is helpful when the result of one rule execution is the input for the following rule. Cascade execution can be incredibly useful for contexts that require multiple levels of approval or the evaluation of various criteria for a specific decision. |
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Condition
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Define the condition for the incoming record.
Apply conditions based on criteria
Under this selection, you can choose the required criteria from the drop-down list. Various criteria from across modules can be configured.
You can configure a maximum of 100 criteria for each rule.
Moreover, for each criteria, you can configure up to 10 additional nested criteria-conditions using the AND/OR logical operators.
Apply conditions using custom function
Under this selection, you can configure your own custom function to define the criteria for incoming records.
Apply no condition
Under this selection, the business rule will be applied to all incoming records. |
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Choose whether to Abort process execution or Execute custom actions.
When you choose Abort process execution, you can add the required error message to be displayed to the user and click Save.
When you choose Execute custom actions, you can select from the following three custom actions, which will be executed when the incoming custom record fulfills the configured criteria.
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Executing Custom Actions
Business rules are configured to execute various actions for records that fulfill specific incoming criteria.
In ServiceDesk Plus, you can configure five custom actions for your business rules, as follows:
Field Update
This is one of the easiest and simplest of actions that can be accomplished through a business rule. It merely involves modifying the field of an incoming record.
Modifying the field may lead to various other actions due to associated configurations. Moreover, in one Field Update action, you can modify up to 15 fields.
Custom Function
For actions that cannot be performed out of the box, you can create custom functions by using the application data, along with data from external applications to perform actions required in your environment. Learn more.
Some of the actions that you can use custom functions are for creating/closing a custom module record and associating with changes/problems.
The custom functions in ServiceDesk Plus are built on Deluge, Zoho's proprietary scripting language.
Follow these steps to create a new custom function:
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Click New to add a new custom function.
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On the displayed page, provide a Function Name and Description for your custom action.
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Provide API Name. It should be unique across all custom functions.
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Create the custom function through simple drag-and-drop actions on the Deluge Script Editor.
On the left pane, besides the various code snippets, several built-in functions are available for various actions, such as sending emails and notifying stakeholders.
- Click Save or click Save and Test to test whether the script is working as expected.
Execute Script
Scripts, like custom functions, are required to perform actions that are not available out of the box. Scripts are created by using the application data, along with data from external applications to perform actions required in your environment.
However, unlike custom functions, you cannot create scripts within the application. You will have to use an external executor file to configure scripts for your specific requirement.
If-If
The If-If custom action allows you to define actions when multiple conditions are met. You can configure up to 10 conditional actions using the If-If clause.
For each fulfilled If condition, you can configure Field Update, Custom Functions, and Execute Script.
To configure the If-If condition:
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Click Select Custom Action, and select If-If.
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On the pop-up, under Condition, click the criteria drop-down and make the required selections.
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You can click the + symbol to add more conditions. Use the drop-down to select between the OR/AND operators.
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Then, click Select Custom Action to select the required custom actions as mentioned earlier. Learn more.
If-Else
The If-Else clause allows you to define actions when a set of conditions are met and also when they are NOT met.
The If conditions configurations work exactly as the If-If condition. You can configure up to 10 conditions using the OR and AND operator. The Else condition is used when the configured If conditions are not met. Then, you can define the Else custom actions such as Field Update, Custom Actions, and Execute Scripts.
These actions for unmet conditions can be based on newer conditions. You can again configure up to eight conditions for the Else-If condition.
To configure the If-Else condition:
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Click Select Custom Action, and select If-Else.
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On the pop-up, under Condition, click the criteria drop-downs and make the required selections.
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You can click the + symbol to add more conditions. Use the drop-down to select between the OR/AND operators.
Then, click Select Custom Action to select the required custom actions as mentioned earlier. Learn more.
