business rules if-if and if-else actions

business rules if-if and if-else actions

We would like to understand how our customers are currently using the If-If and If-Else actions available in ServiceDesk Plus Business Rules.

A Business Rule condition can already contain multiple criteria using AND/OR. The value of If-If and If-Else actions is that they allow you to define different actions for different conditions within the same Business Rule.

If-If:

If-If can be used when you have multiple independent conditions. A request could meet more than one condition and the corresponding actions can then be performed.

A scenario for an If-If action:

If the request is from a VIP user, High Priority.
If it is a high priority requests go to L2 team.
If it is related to Hardware, assign it to the Hardware team.

All of these conditions can be true for the same request.

IF VIP -> High Priority

IF High Priority ->  L2

IF Hardware -> Hardware Team


If-Else:

If-Else can be used when you want the request to follow one specific path based on a condition, with an alternative action when the condition is not met.

A scenario for an If-Else action:

High-priority requests go to L2, while everything else goes to L1.

IF High Priority -> L2

ELSE -> L1

Another example:

IF Hardware -> Hardware Team

ELSE - IF Software -> Software Team

ELSE -> Service Desk


To put it simply, If-If is for multiple independent "if this, do this" decisions, whereas, If-Else is for a decision tree where one matching path is selected with a fallback when the earlier conditions do not match.

We would like to hear from our customers:

  1. Are you aware of these If-If and If-Else actions?
  2. If you are using them, what scenarios have you implemented them for?
  3. Have these actions helped you simplify or reduce the number of Business Rules?
  4. What benefits have you seen in your environment, for example, better automation, easier rule management, reduced manual effort or more consistent request handling?
  5. If you are aware of these actions but are not currently using them, what prevents you from using them?


Your insights and ideas would be especially helpful in understanding how these actions are being used and where they provide the most value to our customers.