Testing, order and history
Suggestions
New rule offers suggestions next to Start from scratch, grouped by the kind of task (Routing and assignment, Escalation, Tidying up) and by plugin:
| For | Suggestions |
|---|---|
| Cases | Route by form answer, look after VIP customers, share cases in turn, spot urgent words, escalate unanswered cases, escalate before an SLA is missed, tidy up stale cases, and alert the owner on a reply. |
| Service Configuration | Route by service, and tell the owner about urgent cases. |
| Problem Management | Link cases to a known problem, give urgent problems an owner, problems nobody owns, and a review coming up. |
| Change Management | Tell someone about emergency changes, remind the implementer, and chase approvals. |
To use one:
- Pick New rule and choose a suggestion. It fills in the rule.
- Complete the blanks, such as the unit to move to or the domain, and adjust anything.
- Pick Create rule. Nothing runs until you save.
Testing a rule
Run test on the right shows which cases the conditions match right now, without changing anything:
- For created and reply rules, it checks the last 200 cases in the unit, as they look now.
- For scheduled rules, it checks the cases that aren't closed and that the time conditions select.
It says how many match and lists up to 25 of them, each a link to the case. Held requests are left out. For a rule on changes or problems, it lists the open ones that match now.
[!TIP] Test before you turn a new rule on.
Order and stopping
The list groups the rules under Cases, Changes and Problems, then by trigger. Rules run in the order of the list, top to bottom within each trigger. Use Move up and Move down in a rule's … menu to change it.
Each rule sees the case as the rules before it left it, so a rule that moves a case can be followed by one that labels cases in the new unit.
With Stop here on, a rule that matched a case ends the run for it: rules further down skip that case. The list marks such rules Stops later rules.
Turning rules on and off
The switch on each row, or On and Off in the editor, turns a rule on or off. The … menu also has Edit, Duplicate (the copy starts off) and Delete. A unit with rules can't be deleted until you delete or move its rules.
[!WARNING] Deleting a rule doesn't undo what it did.
Seeing what rules did
- The list shows each rule's runs this week and when it last ran.
- Recent activity in the editor lists its last 20 runs: the case (or the change or problem) and what the rule did, such as "Set priority to High · Added vip". A run that matched but had nothing to change says "Nothing to change"; a skipped or failed action says why.
- On the case, every change appears on the timeline under the rule's name, such as Rule "VIP customers" set priority to High, and notes from a rule show with the automation icon.