Use Cases
- 22 Jan 2024
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Use Cases
- Updated on 22 Jan 2024
- 1 Minute to read
- Print
- PDF
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Let's explore the following use cases to get a better understanding of how Business Rules can help out in automating and assisting you in your daily tasks.
Let's explore the following use-cases.
S.No. | Use Case | Solution |
1 | Send an email notification based on poor CSAT rating. Scenario: Ryan wants to send email notification to the Analyst & Incident Workgroup Owner working on the Incident based on poor CSAT rating. | Solution: Ryan can achieve this by configuring a Business Rule in the Incident module in Async mode. Here the Business Rule will be triggered based on the condition when the CSAT rating is equal to 1, as shown in the below Images. Trigger: Module: Incident When: Async Trigger Type: Update Condition: CSAT Rating = 1 Action: To send a poor CSAT Notification Email to Analyst and Incident Workgroup Owner |
2 | Call an API to create a ticket in Microsoft Vendor Portal. Scenario: Ryan wants to automate the process where an API is used to create a ticket in Microsoft Vendor portal automatically whenever there is a Microsoft related outage or Incident. | Trigger:
Condition:
Action:
|
3 | Auto close the P1 Incidents for a particular workgroup(s) that are in Resolved status automatically. Scenario: Close the P1 Incidents automatically when workgroup is Security, Server, or Network. | Trigger: Here the trigger will be set in Incident module in After mode and the Trigger Type should be On Update as the Business Rule should get triggered when the status is set to resolved along with the other conditions. Condition: Priority = P1 AND Status = Resolved AND Workgroup / Assigned Workgroup IN {Network Support L2 OR Security Team OR Server Support} Action: The Action would be to resolve the ticket and Update Resolution Fields. |
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