Excuse Me… Is that Business or Personal? Business vs. Personal Rules
Business Rules vs. Personal Rules; both are important in their own right. Rules in general are actions, or reactions, to events happening within the Stat environment.
Rules can also be actions/reactions to events not happening as they should.
For Example, if an emergency fix is stuck someplace in the Workflow, or is waiting for an emergency approval that has not come in.
Rules can be triggered on a single event or a combination of events that happen within Stat.
There are several key features that are the same between the two:
1. Both react to changes in the Stat system that triggers an email notification to either an individual or a group of users.
2. Both are limited within the particular Service Domain they are built in. Rules do not cross Service Domains.
3. Both react by sending out an Email Notification to the target Stat users and/or Stat customers.
There are several key differences between the two, and they are:
1. The obvious: Personal Rules are rules that are setup for you personally and the system reacts to changes related to you personally.
2. Business Rules send out emails to groups of users.
3. The owner of a Business Rule is Always “SYSTEM”. The owner of a Personal Rule is Always the User that created the rule.
Good Uses of Rules:
There are several key places where choosing the right rule is important:
1. Business Rule: When an event happens within Stat that warrants more than one person to be notified.
2. Personal Rule: When an event happens within Stat that requires notification of an Individual User or Customer within Stat.
Setting Up Business Rules or Personal Rules:
Depending on what you want to setup, you will look in two separate places within the Stat manuals.
For Business Rules, please refer to the Stat Administrator’s Guide. Chapter 5, under the chapter title of “Service Domain-Specific Maintenance”
For Personal Rules, please refer to the Stat User’s Guide, Chapter 9, under the chapter title of “Personal Rules”
Example of a Personal Rule:
Below is an example of setting up a Personal Rule:
From the main Stat User Console > Select the Setup button, and then select the Personal Rules tab.
Select the New button on the right side and the Stat Rule Editor will appear.
Scenario: In this scenario, I want Stat to notify me immediately whenever a new CSR is opened where it is an Emergency Fix and I am the assigned person.
In the below window we will enter a Description for our Personal Rule, and select the main triggering event that we want this personal rule to react to.
In this case, I chose “CSR Open”. There are two criterias entered.
The first criteria is that the “CSR Type” is an “Emergency Fix”
The second criteria is that the “Assigned User” is myself, or “William Hart”
Select the “Apply” button to save your work to date. When saved, select the “E-Mail Message” Tab.
When you select this tab, you see that this tab is broken into three sections. The “Fields to Include in Message” , the “Message Header”, and the “Message Footer”.
The Fields to Include in Message are the fields that you want sent to you in the email that is sent.
The Message Header tab is used for the main portion of the Email message that is sent.
This tab should include the Who/What/When/Where/Why of the email request so that you are quickly aware as to what the email received is about.
The Message Footer tab is used to enter the salutation or closing of the email that is sent to the user.
We will discuss Business Rules in more detail, as well as creating one, in the next blog entry on Business Rules specifically.
Thanks for taking the time to read this blog and I hope you found it informative.
William R. Hart
Dell | Pre-Sales, Quest Software, Inc
Office +1 727 787 7374
Quest Software is now a part of Dell.