Designing Business Rules for Emails

Overview:

This section allows your organization to automate standard operations and customize work flow related to incoming emails.

 

 

 

 

 

1. Ribbon Toolbar:

 

Update:

 

 

Display:

 

 

 

 

Rules:

 

 

 

 

 

 

 

 

Folders:

 

 

 

2. Business Rule Listing:

 

This section will list existing business rules that have been created.  This section will display Running Business Rules or Paused Business Rules based on what is selected in the Display section of the Options.

 

 

3. Business Rule Design Area:

 

The above image is the default view of the Business Rule Design Area.  When you select or create a Business Rule, you will be prompted with the General settings of a business rule.  It will look similar to the following window:

 

 

Creating a New Email Business Rule

 

Let's create a Business Rule for the following situation:

 

SouthBreeze, Inc. would like HelpSTAR to monitor incoming emails from users requesting a change.  When an email comes in with the subject “Change Request”, they would like a request to be created with a change management request type.  Also, once this request has been logged, the user should receive an email requesting they login to the web portal to fill in additional require fields.

 

In order to create a Business Rule for this scenario, perform the following:

 

General Tab

 

1.  Select the "Add" button in the Options and you will be prompted by the following in the Design Area:

 

 

2.  For the General Tab, enter the relevant Rule Name, and a short description of the purpose of this rule.

 

3.  Add a short description of the purpose of this rule.

 

4.  By default, a rule will automatically start running as soon as it is created. If you prefer for the rule not to run upon creation, uncheck "Start Rule Upon saving" before saving the rule.

 

5.  Use the checkboxes under "Monitor Email Account" to specify the email accounts that will be monitored. You can select any accounts that have been set up from the   button.

 

6.  The radio buttons under "Process Email From" allow you to select what kind of email will be handled by the business rule:

 

a.  All Users

b.  Users in HelpSTAR database (the default)

c.  Users not in HelpSTAR database

 

If you select option a or c, then a frame will be displayed below the radio buttons, as shown in the following graphic.

 

 

For handling email from users not in the HelpSTAR database, you can either select an existing user as the requester (the default), or you can create new requesters, based on their email addresses.

 

 

 

 

You must select whether or not the new user will be able to log into HelpSTAR (Windows and Web Portal - the default password will be "helpstar"). You must also select whether the "User Type" is "Internal" or "External" (a lower drop-down menu will allow you to choose the appropriate Organizational Unit or Company for that user).

 

Conditions Tab

This section allows you to specify the requirements which an email must meet for a business rule to run on it.

 

 

7.  Under "Which conditions do you want to check?" you can select one of the following:

 

 

For this example, we will be using specific words in the subject.

 

8.  In the "Description" section, click on the hyperlink in "with specific words in subject" and you will see the following window pop-up.

 

 

 

9.  Here, add in words that should appear in the subject of an email.  In this case, we will add “change request”.

 

10.   Select "Add" and then Press OK.

 

Note: you can add more than one item in the Search List if needed.

 

Workflow Tab

 

11.   The Workflow Tab allows you to select request and routing options.

 

You have the opportunity to select the following options.

 

 

When an email meets all of the conditions that were set on the Conditions tab, a request will be created and will automatically inherit the options you set in this section.

 

 

Workflow Options

General Information:

 

 

 

 

 

Importance:

 

 

 

 

 

Scheduling:

 

 

 

Current Location:

 

 

 

 

 

 

 

Asset/Discovered Item:

 

 

Memo:

 

When you select "New" option in the Memo - Caption section, you will be prompted with the following:

 

 

This section has two tabs:

 

 

 

 

New Tab

 

 

 

 

 

 

 

 

Once you have completed entering in the new memo template information, click the OK button.  This Memo Template will be added to the Memo section.

 

 

Existing Tab

 

 

This section allows you to select a previously created memo template .  You also have the option to do the following:

 

 

 

 

In the Workflow section, for this example, we will set "Priority" to Critical and "Begin Work" to ASAP, and move the request to the Technical Support Queue.

 

Notifications Tab

 

The Notifications Tab allows you to setup any notifications you would like to send when this business rule runs.  You can have multiple notifications for one business rule.

 

 

There are four types of Notifications:

 

 

 

 

 

For this example, we will use email notification.

In the email section, click on New.

 

This section has two tabs:

 

 

 

New Tab

 

 

 

 

 

 

 

 

 

Options are:

 

 

 

 

Variables

 

This section allows you to add "Variables" for the following:

 

 

 

In variables, the option to add URL links to web portal is also available.  Click here for more information.

 

For this example, our screen will display as follows:

 

 

Once you have completed entering in the new email template information, click the OK button.  This Email Template will be added to the Email Notification listing.

 

Note:  You can send more than one notification for a rule.

 

Existing Tab

 

 

This section allows you to select an email template that already exists.  You also have the option to do the following:

 

 

 

 

When you have completed entering the information for the first Email Notification, press OK.  You can add additional notifications if necessary.

 

To configure another email notification, click New.

 

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See Also:

Designing Business Rules for Requests

System Email Accounts

User Email Accounts