Business Rules

Business Rules

Business Rules can be used to automate standard operations and customize workflow. Business Rules actively monitor the system to identify all requests that meet certain predefined criteria, after which they execute a workflow change in the request and/or send out automated notifications from it.

Management of Service Level Agreements can be effectively done using Business Rules in ServicePRO.

Service Level Management focuses on adhering to metrics that are agreed upon by the providers of service and its consumers. Commonly used metrics include elapsed time and level of satisfaction. Elapsed time metrics are further refined by time in the system, time in queue, time in service, etc.

ServicePRO’s business rules assist in active management of service quality by enabling:

  • Workflow changes like priority escalation or skill-level escalation
  • Notification of breaches (actual or impending), and workflow changes

Much like email processing rules, service request rules are composed of:

  • Condition statements
  • Workflow responses
  • Notification responses

Below you will see an example of a Business Rule that has been designed to look for critical Incidents that are about to breach their resolution SLA and the associated notification.

Business Rule

Business Rule 2