business rules - assigning categories to groups
Hiya,
My question posed quickly: at what point are business rules applied?
My problem in detail:
I'm evaluating the software for potential use by our service desk and support departments. Our defined Category/Sub-Cat/Items would all be mapped to a service, so when the request is categorised it should go to the relevant group for the service owners. We want the techs to have a queue of requests relevant to them and pick up the highest priority unassigned request.
We allow request submission by phone, email and web form. But we wish to make it very simple to submit a request, so the minimum required from the user is a subject and description of their request (a la an email). The service desk would triage all incoming requests and categorise/prioritise the ticket.
I've set up business rules so that if a category is set then assign it to a group. However, if a technician edits a request to assign the category then the group assigned to the request doesn't change. I'm guessing because business rules aren't applied at this step. The business rules work if a technician creates a new request however.
I can have the service desk assign the group manually - but since there is a 1:1 relationship between cat/subcat/item it means submitting the same info twice.
Is there any way to achieve what I want?
Thanks,
Johan
My question posed quickly: at what point are business rules applied?
My problem in detail:
I'm evaluating the software for potential use by our service desk and support departments. Our defined Category/Sub-Cat/Items would all be mapped to a service, so when the request is categorised it should go to the relevant group for the service owners. We want the techs to have a queue of requests relevant to them and pick up the highest priority unassigned request.
We allow request submission by phone, email and web form. But we wish to make it very simple to submit a request, so the minimum required from the user is a subject and description of their request (a la an email). The service desk would triage all incoming requests and categorise/prioritise the ticket.
I've set up business rules so that if a category is set then assign it to a group. However, if a technician edits a request to assign the category then the group assigned to the request doesn't change. I'm guessing because business rules aren't applied at this step. The business rules work if a technician creates a new request however.
I can have the service desk assign the group manually - but since there is a 1:1 relationship between cat/subcat/item it means submitting the same info twice.
Is there any way to achieve what I want?
Thanks,
Johan