Feature released in SummitAI IT Service Management (Incident Management, Tahoe)

What's New?

Each customer of SummitAI uses the SummitAI Application for managing different business processes. In certain situations, customers have specific requirements and want those requirements as a standard feature to make sure their business processes fully operational.

Problem Statement

Following challenges were observed while developing such features separately for each customer:

Longer wait time for customer from the time it is requested until it is released that leads to poor Customer Satisfaction (CSAT).
Increased operational activities by going through build cycles, testing cycles and production cycles.
Adds too many complexities.
Makes the product bulky.

Solution

To address this, the business rule designer feature is primarily introduced in the SummitAI. Now, using the Business Rule Designer, the customers can create/configure their requirements by defining business rules that align with their business requirements directly using the front-end.

What is a Business Rule?

Technical definition

A business rule is a server-side script that runs when a predefined trigger satisfies the preconfigured condition(s) leading to a defined action. The Administrators can define a business rule in three steps.

Trigger - Lets you to define when (After or Async) the business rules should execute (Trigger Type: Create or Update).
Condition - Lets you to define criteria to apply the action.
Action - Lets you to define what should happen if the trigger – matches the set of conditions defined. The actions can be:
1. Update specific fields of the record
2. Notify set of audience
3. Use API to create or update record

Menu access: Admin >Basic > Infrastructure > Business Rule

Also, It is also possible to create a chain of business rules and order them so that once one rule is applied another is immediately executed. For more information about how to create a Business Rule, see Business Rule Designer.

Examples of Business Rules

Business rules can be developed by a broad range of approaches, but the following are very basic examples, to help you understand the functionality:

If an Incident is created with a Priority as P1, send a notification to Workgroup Owner.
See Screenshot
Step 1: Create a Business Rule as for the above condition.
If the Incident symptom contains delivery Issues and the Impact is updated as High, update the Incident status to Assigned status and update the remaining fields with following values as shown in the screenshot.
See Screenshot
If an Incident is created with symptom contains Server Issues and the Urgency is High, log/create a new Incident in ABC application using the API.
See Screenshot
Step 1: Create a business rule as shown above and configure API.
To Configure API, perform below steps:
1. Under the API tab, click ADD API. The API pop-up is displayed.
2. Type in the Name for the API Configuration.
3. Select the required Method from the drop-down list.
4. Specify the API URL.
5. Add required information under the Params, Authentication, Headers, and Body tabs. For more information, see Business Rule Designer.
6. Click VERIFY and examine the Response.
7. Click SAVE AND SELECT to save and select the template under the Notification tab of ACTION section.

Benefits of Business Rule Designer

Following are key benefits of Business Rule Designer:

Do it yourself using the Front-end
Enables automation of actions by defining conditions and specifying action to trigger when the condition is met
Faster time to market
Eliminates all Operational activities
Reduces Feature requests
No need to develop point solutions