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. Those can be selected in drop down lists.
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.
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.
The values entered for the Operator & Value fields
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.
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.
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.
N/A
As a result of this activity, you can define escalation rules based on the
template rules for each organization.