Hello,

I am trying to create business rules to automate tasks such as assigning incoming requests to technician(s) in a multi-site environment.  But I cannot understand how to create the rules in the system.  The help guide isn’t helping as it generally describes the interface and not the logic.  Can anyone help or guide us on created business rules to automate IT help desk tasks?

For example, I want to create a simple rule when an email is sent to siteAsupport@company.com, technician A at site A is assigned to the email request.  In testing it won’t work and SDP support said:

“The Business Rule works on the criteria that is available and the actions that are set. However it is a Site based configuration and the request should be raised from the specific Site.”

So I take it to mean business rules won’t work for multi-site environments?  For example:

If a user from site B sends a request to site A support, then any resource (techs groups,…) from site A cannot be used for the incoming request rule.  Same thing if the request goes site B support.  No site A resources cannot be assigned to the rule.  Any unassigned resources cannot be assigned to site specific rules and no site specific resources can be assigned to unassigned rules.

I am confused.  What is the best way to handle multi-site business rules such as techs supporting multiple sites or multiple site users connecting to central resources?

Thanks,

Robert