Business Rule is not working
There are a few configurations that need to be checked for business rules.
1. Account/Site
- Check the request Account & Site,
- Now, go to Admin>Business Rules>Filter the Account & Site and make sure the Business Rules is created for the same
2. Rule Configuration
- Go to Admin>Business Rules>Filter the Account & Site>Edit the Business Rules and check the below configuration
Execute during Request - Set it to Any time
Disable Business Rule - Unchecked
Turn on cascade execution - Unchecked
Override request values with Business Rules values - Checked
You can test the rule with the above configuration and later change it based on the requirement.
3. Organize Business Rule
In the business rules list view, click on the Organize list view and select the rule and move it to the top as the first rule.
If it is a Service Request, there is a separate business rule under Admin>Service Catalog - Business Rules
Once the above configurations are checked, create a test request with the Business Rules criteria and test if the rule is working. After checking all the above cases and the issue still persists, email support@servicedeskplusmsp.com with the full screenshot of the request details page and the business rule screenshot.
New to ADSelfService Plus?
Related Articles
Technician Auto-Assign vs. Business Rule
If you have selected the option All requests under Tech Auto-assign then even if the Business rule sets a technician, tech auto-assign will reset the technician value. However, when Tech Auto-assign is set as an Unassigned request, Technician ...Notification in Business rules using Zoho Deluge script - > 10.6
In 10.6, we don't have a separate option to notify technicians under the Business rules option. However, we have introduced something called custom action where more actions could be accomplished. As for notifying a technician/somebody when a ...Which rule is executed first - Business Rule or Custom Trigger ?
When both Business Rule and a Custom Trigger is applied in an application, its the Business Rule that will be executed first before the Custom Trigger execution. Business rules will be executed - Before the ticket is created. Custom triggers will be ...How to update Request Additional fields during request create/update using Business Rules
This is a sample python script to update the Request Additional Field Values during request create/update based on certain criteria using Business Rules Execution Steps: 1. Download the attached zip 2. Move the files to ...How to update E-mail Id(s) To Notify using business rules
This is a sample python script to update the E-mail Id(s) To Notify during request create/update based on certain criteria using Business Rules Prerequisite: The SDP-MSP server should be configured to execute python script. Steps available here. ...