Define Template Rule

Explanation

This activity is used to define a template rule. A template rule is a basic template for a condition that has to be met to trigger an event. Template rules can be defined for each logical unit, i.e., CcCase, CcCaseSolution, and CcCaseTask. These template rules can be used to create actual escalation rules for each organization. 

Each template rule contains a start event and an end event. The events will decide when to start a rule and when to end it. Both events are filtered with conditions called a start condition and an end condition. To activate a rule, the start event has to fulfill the condition specified for the start condition by matching its parameters against the values defined for the start condition. This applies to the end event as well. A good practice is to create a few highly reusable templates, rather than many which are not. If a suitable template exists, use it; if not, create a new template rule. 

Prerequisites

N/A

System Effects

As a result of this activity, you can define escalation rules based on the template rules for each organization.

Window

Logical Unit 

Related Window Descriptions

Logical Unit
Template Rule
Insert Template Rule

Procedure

  1. Open the Logical Unit window.
  2. In the LU Name field, query for the relevant logical unit.
  3. Click the Template Rules tab and create a new record.(F5)
  4. Enter a value in the Rule Name field. This rule name should be concise and describe what it does.
  5. Enter a value in the Start Event ID field. Click List to select a suitable value.
    For the logical unit CcCase. 
    - CASE_MODIFIED :  This event is triggered when data within the case is created or changed, depending on the start conditions of the rule.

    For the logical unit CcCaseTask. 
    - TASK_MODIFIED :  This event is triggered when data within the case task is created or changed, depending on the start conditions of the rule.

    For logical unit CcCaseSolution. 
    - SOLUTION_MODIFIED :  This event is triggered when data within the solution is created or changed, depending on the start conditions of the rule.
  6. Enter a value in the End Event ID field. Click the List button and select a suitable value. This will also show the same options as in the Start Event ID field.
  7. Select a value for the Operator fields and enter values in the Value fields for the relevant parameters in the Start Condition and End Condition tables. These values are not case sensitive and could contain several values separated by semicolons (;). It is also possible to use a wild card (%) in a value. Date values should be entered in the standard format used throughout the application.
    Examples:
    Condition CATEGORY = Error;Request allows a case in the Error or Request status to enable the escalation rule.
    Condition CUSTOMER_NO = A% allows a case having a customer number starting with A to escalation rule.
    Condition EVENT = Accept;Cancel;Close;Complete;Dispatch;New;Modify;Reopen;Reject;Take Ownership allows a case or case task to enable the escalation rule when one of these actions is performed.
    Condition EVENT = Accept;Approve;Cancel;Close;Complete;Decline;Dispatch;New;Modify;Reopen;Reject allows a solution to enable the escalation rule when one of these actions is performed.
  8. Click OK.  

Examples:-

Start Event ID : CASE_MODIFIED
Start Condition :
OLD_STATE = ""
NEW_STATE = New
CUSTOMER_NO = ABC
This rule will be activated when a new case is created for customer ABC.

Start Event ID : CASE_MODIFIED
Start Condition :
OLD_STATE = New
NEW_STATE = Queued
CUSTOMER_NO = ABC
This rule will be activated when a new case for customer ABC is dispatched to a support queue.