Business Rule Designer

Scenario 1

Goal

Route Incidents using Scheduler based approach or Business Rule Designer.

Scenario

Sam is an Administrator working in the IT department for NovaTech services. The IT team receives various Incidents from employees across different departments and different priorities. It is a laborious process to manually route and manage the huge inflow of Incidents. Hence Sam is looking for a process to automate the assignment of Incidents. He wants to route tickets automatically to different workgroups depending on the Classification of the Incidents.

Question - Should Sam utilize the Business Rule Designer or Scheduler based approach to create a rule that automatically determines the appropriate workgroup for each incoming Incident?

Solution

The Scheduler approach can process the incident tickets periodically, which can result in a delay in priority assignment and response to critical incidents. It lacks real-time responsiveness and adaptability to changes in business requirements.

On the other hand, the Business Rule Designer approach is more agile and dynamic. It assigns priority levels in real-time as soon as the ticket is created, allowing for swift action and timely resolution of critical issues. The rule designer also enables easy adjustments to priority assignment rules, ensuring that the incident management process remains aligned with the organization's evolving needs.

Let's see how this works in action: 

User Persona

Application Designer

1. Navigate to Design Studio > Business Rule Designer.
The Business Rule Designer Page is displayed. 

2. Click New to create a new Business Rule > Enter the Name as "Automated Service Request Routing." > Enter all the mandatory details > Click Next.

3. Under Trigger when Transaction Record, select Created > Under Process Business Rule, select After. 

4. Run the rule as Based on Condition > click Add Filter Set. 

Field = "Classification"

Operator = Is

Value = "Software"

And 

Priority = "P1" or Priority = "P2" or Priority = "P3"

Click Next. 

5. Select Update Fields > Execute First Time. 

Field = "Workgroup"

Value = "Application Support." 

Click Next > Click Submit.

Scenario 2

Goal

Create a business rule for the escalation of a P1 incident if response and resolution SLA exceeds. 

Scenario

NovaTech provides IT support services to various clients and receives tickets for different priorities.  They want to establish an escalation rule for P1 tickets to ensure timely resolution and customer satisfaction. Since P1 tickets are of higher priority and impact they need to be responded to immediately and resolved within 24 hours. They want to ensure that if the tickets miss any response or resolution SLAs the concerned team and stakeholders need to be informed. 

Solution

 In order to establish rules for escalation for different SLA types, business rules can be configured. Using a business rule designer, a rule can be set for a P1 incident if it exceeds its response and resolution time. A notification can be triggered to the stakeholders.

User Persona

Administrator

1: Navigate to Business Rule Designer

Navigate to Design Studio > Business Rule Designer. 

The Business Rule Designer Page is displayed. 

2: Create a Business Rule

Click New to create a new Business Rule > Enter the Name as "Escalation of P1 incident that missed response SLA." > Enter all the mandatory details > Click Next.

3: Set the Trigger

Under Trigger when Transaction Record, select Updated.  

Under Process Business Rule, select Async. 

4: Specify the Condition

Run the rule as Based on Condition > click Add Filter Set. 

Field = "Response SLA"

Operator = Is

Value = "4"

And 

Priority = "P1" 

Click Next. 

5: Set the Action. 

Select Notify Recipients > Execute Every Time. 

6: Add Notification.

Name* = Enter a name for the notification method.

Notification Template*

Select Medium as Email. Select the Notification Template.

Add Recipients to the email. 

7: Click Next > Click Submit.

The video shows the process of creating the Business rules to trigger escalation. 

Scenario 3

Goal

Call an API to create a ticket in Microsoft Vendor Portal

Scenario

Fredrick works as an Analyst for NovaTech IT Services. Fredrick wants to call an API to create a record in the Microsoft Vendor Portal whenever there is an Incident assigned for outages related to Azure Web servers or any other Microsoft related outages.  To make this possible the tool should automatically identify when there is an incident that needs to be assigned to Microsoft. 

Solution

Fredrick can update the trigger in Incident module in Async on Creation of an Incident. The condition will be set to when the Category/Workgroup will be selected as ‘Microsoft’. The action will be to call an API and create a record in Microsoft Vendor Portal when there is an Incident for Microsoft Apps Category as shown in the below Image.  

User Persona

Administrator

1: Navigate to Business Rule Designer

Navigate to Design Studio > Business Rule Designer.

The Business Rule Designer Page is displayed. 

2: Create a Business Rule

Click New to create a new Business Rule > Enter the Name as "Call API for Microsoft." > Enter all the mandatory details > Click Next.

3: Set the Trigger

Under Trigger when Transaction Record, select Created.  

Under Process Business Rule, select Async. 

4: Specify the Condition

Run the rule as Based on Condition > click Add Filter Set. 

Field = "Workgroup"

Operator = Is

Value = "Server"

And 

Category = "Microsoft"

Click Next. 

5: Set the Action. 

Select Call API and then click Add API

Enter the mandatory details and select the API to be called "Create a Microsoft ticket".

click Save

Click Next > Click Submit.

Scenario 4

Goal

When an Incident is created, auto assign a Workgroup based on the Category and Requestor Location.

Scenario 

Sam is an Application Designer working in the IT department for NovaTech. The IT team receives various Incidents from employees across different departments such as Human Resource or Finance along with different priorities. Since it is a laborious process to manually route and manage the huge inflow of Incidents, Sam is looking for a process to automate the assignment of Incidents. He wants to route the incidents automatically to different workgroups depending on the Department, Category and Requestor Location.

Solution

In this context, the Input Parameters are Department, Category & Requestor Location, Output Parameter is Workgroup.

To meet this scenario, create a Business Rule with the following condition: 

Condition: 
Tenant = 'Human Resource' 

AND

Category = 'O365' & Location = 'Saudi Arabia'

Action:
Update Field - Workgroup to 'Exchange Team Saudi'

User Persona

Application Designer

1. Navigate to Design Studio > Select Module as Incident > Business Rule Designer. 

The Business Rule Details Page is displayed. 

2. Click New > Enter the Name as "Auto assignment of Incident" > Enter all the mandatory details > Click Next.

Figure: General Details

3. Select the Trigger as Created > Under Process Business Rule, select After > Click Next. 

4. Run the rule as Based on Condition > click Add Filter Set.

Field = 'Tenant' Operator = 'Is' Value = 'Human Resource'

And

Field = 'Category' Operator = 'Is' Value = 'O365'

OR

Field = 'Location' Operator = 'Is' Value= 'Saudi Arabia'

Click Next. 

5. Under Actions stepper, select Update Fields > Under Execute, Select Every Time. 

6. Select Field as Workgroup and update the field as "Exchange Team Saudi". > Click Next.

7. Review the details entered in Summary page > Select the Status as Published and click Submit.