Rule Sets

After the Rule Set is created, you can add Rules to it. The Rule Set can then be invoked as an action from another Rule, allowing a single Rule Set to be used in multiple contexts.

Learn more: Rules and Rule Sets

Creating or Modifying a Rule Set

1. Go to Designer > Case Types > {case type} > Rule Sets
2. Click [New Rule Set], or visit an existing one
3. Fill in the Rule Set properties, below
4. Click [Save]

Rule Set Properties

• Title - The title you'll see when referencing the Rule Set in the ServiceDesk interface.
• Name - The name used by programmers. A default version of the name is created from the title, but it can be edited, if desired.
• Enabled - Whether or not the Rule Set is currently in force. (Disable a Rule Set to temporarily deactivate it, without deleting it.)
• Use for Inbound Emails - The rules will operate on incoming email messages. (Email fields like To and Subject will be available for processing.)

Learn more: Email to Case

• Return Type - If the Rule Set will return a value, specify the type of value -- Boolean (true/false), Number, String, Date, a User/Role, or None.
• Description - Write a descriptive summary here.

Rule Set Example

Here's a sample Rule Set that is intended to determine the owner for a case:

File:RuleSetExample.png