Enterprise IT

Business Rule

Automate mundane tasks using Business Rules.

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Overview

Minimize errors, reduce escalations, and boost customer satisfaction.

Configure trigger points for incoming requests. Automate actions such as updating fields, notifying users with the right medium at the right time, creating tasks, making API calls, and displaying messages on records.

Use cases

Scenario:

In the organization, analysts manually categorized incidents based on symptom and description. There was a pressing need to automate this action.

Approach:

  • Create a Business Rule for automatic update of fields.
  • Define the trigger for the business rule execution, either on creation or updating of incident.
  • Define the action to categorize and classify the incidents when symptom or description contains matching keywords.

Scenario:

The absence of automated P1 server incident notifications for the IT manager caused chaos and affected a significant number of users.

Approach:

  • Establish Business Rules with “notify recipients” as the action.
  • Specify the rule such that a notification triggers when a P1 incident is created with the server category.
  • Define the recipients for the targeted notification.

Scenario:

An organization needs to automate the process of logging an incident with the external vendor whenever an internal incident is logged.

Approach:

  • Configure a Business Rule to initiate a Call API action for a particular incident category.
  • Define the API configuration by providing necessary parameters such as method, API URL, parameters, authentication, and request type.
  • When an incident is reported on Summit tool, the business rule executes and logs an incident on the external portal.
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Benefits

Consistency

Ensures accuracy and consistency for improved service quality.

Efficiency

Automates routine tasks, reduce manual efforts, and minimize errors.

Adaptability

Provides flexibility to customize rules based on specific criteria.

Compliance

Enforce compliance with organizational policies and industry standards.

Related resources