Overview

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 are 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 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

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

Usage of Business Rules

This section provides you the various use cases for the following scenarios in Transitive and Reflexive Nature:

Business Rules with same order number
Business Rules with different order number

Transitive Nature:
a = b
b = c
c = d

Scenario 1: All Business Rules have same order number (Basic)

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	Symptom contains "Server"	Update Category = Server	100
BR 2/ 02-03-2021	When Incident = Created	If Category = Server	Update Priority = P1	100
BR 3 / 03-03-2021	When Incident = Created	If Priority = P1	Send Mail to WO	100
BR 4 / 04-03-2021	When Incident = Created	If Category = Network	Update Priority = P2	100
BR 5 / 05-03-2021	When Incident = Created	If Impact = High	Send Mail to WO	100
Use Case: End user logs the incident with symptom containing "Server"
Sequence of Execution
1	Condition Matches > BR 1 Executes			100
2	Condition Matches > BR 2 Executes			100
3	Condition Matches > BR 3 Executes			100
4	Condition Doesn’t Match > BR 4 Doesn’t Execute			100
5	Condition Doesn’t Match > BR 5 Doesn’t Execute			100
Incident Database
Incident ID	Symptom	Category	Priority	Send E-Mail
100	Server problem	Server	P1	Yes
Parsing Logic / Inference
When all the business rules have the same execution order, then execute each of the business rules in incremental order of creation date.

Scenario 2: All Business Rules have same order number (Advanced)

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	If Priority = P1	Send Mail to WO	100
BR 2/ 02-03-2021	When Incident = Created	If Category = Server	Update Priority = P1	100
BR 3 / 03-03-2021	When Incident = Created	Symptom contains "Server"	Update Category = Server	100
BR 4 / 04-03-2021	When Incident = Created	If Category = Network	Update Priority = P2	100
BR 5 / 05-03-2021	When Incident = Created	If Impact = High	Send Mail to WO	100
Use Case: End user logs the incident with symptom containing "Server"
Sequence of Execution	Condition Met	BR Executes
1	Condition Doesn’t Match	BR 1 Doesn’t Execute		100
2	Condition Doesn’t Match	BR 2 Doesn’t Execute		100
3	Condition Matches	BR 3 Executes		100
4	Condition Doesn’t Match	BR 4 Doesn’t Execute		100
5	Condition Doesn’t Match	BR 5 Doesn’t Execute		100
Incident Database
Incident ID	Symptom	Category	Priority	Send E-Mail
100	Server problem	Server
Parsing Logic / Inference
When all the business rules have the same execution order, then execute each of the business rules in incremental order of creation date.

Scenario 3: Business Rules have different order number (Advanced)

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	If Priority = P1	Send Mail to WO	100
BR 2/ 02-03-2021	When Incident = Created	If Category = Server	Update Priority = P1	99
BR 3 / 03-03-2021	When Incident = Created	Symptom contains "Server"	Update Category = Server	98
BR 4 / 04-03-2021	When Incident = Created	If Category = Network	Update Priority = P2	100
BR 5 / 05-03-2021	When Incident = Created	If Impact = High	Send Mail to WO	100
Use Case: End user logs the incident with symptom containing "Server"
Sequence of Execution	Condition Met	BR Executes
1	Condition Doesn’t Match	BR 1 Doesn’t Execute		100
2	Condition Doesn’t Match	BR 4 Doesn’t Execute		100
3	Condition Doesn’t Match	BR 5 Doesn’t Execute		100
4	Condition Doesn’t Match	BR 2 Doesn’t Execute		99
5	Condition Matches	BR 3 Executes		98
Incident Database
Incident ID	Symptom	Category	Priority	Send E-Mail
100	Server problem	Server
Parsing Logic / Inference
When all the business rules have different execution orders, filter the rules with the highest order, execute them incrementally (incremental order of creation date), and then execute the business rules with lower-order nos.

Scenario 4: Business Rules have different order number (Advanced)

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	If Priority = P1	Send Mail to WO	98
BR 2/ 02-03-2021	When Incident = Created	If Category = Server	Update Priority = P1	99
BR 3 / 03-03-2021	When Incident = Created	Symptom contains "Server"	Update Category = Server	100
BR 4 / 04-03-2021	When Incident = Created	If Category = Network	Update Priority = P2	100
BR 5 / 05-03-2021	When Incident = Created	If Impact = High	Send Mail to WO	100
Use Case: End user logs the incident with symptom containing "Server"
Sequence of Execution	Condition Met	BR Executes
BR 3 / 03-03-2021	Condition Matches	BR 1 Executes		100
BR 4 / 04-03-2021	Condition Doesn’t Match	BR 4 Doesn’t Execute		100
BR 5 / 05-03-2021	Condition Doesn’t Match	BR 5 Doesn’t Execute		100
BR 2/ 02-03-2021	Condition Doesn’t Match	BR 2 Executes		99
BR 1 / 01-03-2021	Condition Matches	BR 1 Executes		98
Incident Database
Incident ID	Symptom	Category	Priority	Send E-Mail
100	Server problem	Server	P1	yes
Parsing Logic / Inference
When all the business rules have different execution orders, filter the rules with the highest order, execute them incrementally (incremental order of creation date), and then execute the business rules with lower-order nos.

Scenario 5: Business Rules have different order number (Advanced)

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	If Priority = P1	Send Mail to WO	99
BR 2/ 02-03-2021	When Incident = Created	If Category = Server	Update Priority = P1	98
BR 3 / 03-03-2021	When Incident = Created	Symptom contains "Server"	Update Category = Server	100
BR 4 / 04-03-2021	When Incident = Created	If Category = Network	Update Priority = P2	100
BR 5 / 05-03-2021	When Incident = Created	If Impact = High	Send Mail to WO	100
Use Case: End user logs the incident with symptom containing "Server"
Sequence of Execution	Condition Met	BR Executes
BR 3 / 03-03-2021	Condition Matches	BR 3 Executes		100
BR 4 / 04-03-2021	Condition Doesn’t Match	BR 4 Doesn’t Execute		100
BR 5 / 05-03-2021	Condition Doesn’t Match	BR 5 Doesn’t Execute		100
BR 1 / 01-03-2021	Condition Doesn’t Match	BR 1 Doesn’t Execute		99
BR 2/ 02-03-2021	Condition Doesn’t Match	BR 2 Doesn’t Execute		98
Incident Database
Incident ID	Symptom	Category	Priority	Send E-Mail
100	Server problem	Server
Parsing Logic / Inference
When all the business rules have different execution orders, filter the rules with the highest order, execute them incrementally (incremental order of creation date), and then execute the business rules with lower-order nos.

Transitive Nature (Mirror Image):
a = c (c1)
b = c (c1)

Scenario 6: All Business Rules have same order number (Advanced)

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	Category = Server	Workgroup = Server Team	100
BR 2/ 02-03-2021	When Incident = Created	Medium = Email	Workgroup = Network Team	100
Use Case: End user logs the incident with Symptom as Server Problem, Category as Server and Medium as email
Sequence of Execution	Condition Met	BR Executes
BR 1 / 01-03-2021	Condition Matches	BR 1 Executes		100
BR 2/ 02-03-2021	Condition Matches	BR 2 Executes		100
Incident Database
Incident ID	Symptom	Category	Medium	Workgroup
100	Server problem	Server	Email	Network Team
Parsing Logic / Inference
When all the business rules have the same execution order and want to update the same field, then execute each of the business rules in incremental order of creation date. The field value in the last business rule executed will be considered.

Scenario 7: All Business Rules have different order number

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	Category = Server	Workgroup = Server Team	100
BR 2/ 02-03-2021	When Incident = Created	Medium = Email	Workgroup = Network Team	99
Use Case: End user logs the incident with Symptom as Server Problem, Category as Server and Medium as email
Sequence of Execution	Condition Met	BR Executes
BR 1 / 01-03-2021	Condition Matches	BR 1 Executes		100
BR 2/ 02-03-2021	Condition Matches	BR 2 Executes		99
Incident Database
Incident ID	Symptom	Category	Medium	Workgroup
100	Server problem	Server	Email	Server Team
Parsing Logic / Inference
When the business rules have different execution orders and want to update the same field, then execute each of the business rules in incremental order of creation date. The field value in the business rule with the highest order number will be considered.

Scenario 8: All Business Rules have different order number

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	Category = Server	Workgroup = Server Team	99
BR 2/ 02-03-2021	When Incident = Created	Medium = Email	Workgroup = Network Team	100
Use Case: End user logs the incident with Symptom as Server Problem, Category as Server and Medium as email
Sequence of Execution	Condition Met	BR Executes
BR 1 / 01-03-2021	Condition Matches	BR 1 Executes		100
BR 2/ 02-03-2021	Condition Matches	BR 2 Executes		99
Incident Database
Incident ID	Symptom	Category	Medium	Workgroup
100	Server problem	Server	Email	Network Team
Parsing Logic / Inference
When the business rules have different execution orders and want to update the same field, then execute each of the business rules in incremental order of creation date. The field value in the business rule with the highest order number will be considered.

Scenario 9: All Business Rules have different order number

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	Category = Server	Workgroup = Server Team	99
BR 2/ 02-03-2021	When Incident = Created	Medium = Email	Workgroup = Network Team & Impact= High	100
Use Case: End user logs the incident with Symptom as Server Problem, Category as Server and Medium as email
Sequence of Execution	Condition Met	BR Executes		Order No
BR 1 / 01-03-2021	Condition Matches	BR 1 Executes		100
BR 2/ 02-03-2021	Condition Matches	BR 2 Executes		99
Incident Database
Incident ID	Symptom	Category	Medium	Workgroup	Impact
100	Server problem	Server	Email	Network Team	High
Parsing Logic / Inference
When the business rules have different execution orders and want to update the same field, then execute each of the business rules in incremental order of creation date. The field value in the business rule with the highest order number will be considered.

Transitive Nature (Complex):
a = b ,c, d
b, c = e
b, e = f
c = g
d = h

Scenario 10: All Business Rules have same order number (Advanced)

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	Symptom contains "Server"	Update Category = Server Update Impact = High Update Workgroup = Server Team	100
BR 2/ 02-03-2021	When Incident = Created	If Category = Server & Workgroup = Server Team	Update Priority = P1	100
BR 3/ 03-03-2021	When Incident = Created	If Category = Server & Priority = P1	Update Urgency = High	100
BR 4/ 04-03-2021	When Incident = Created	If Category = Server	Send Mail to Head of Server Team	100
BR 5/ 05-03-2021	When Incident = Created	If Workgroup = Server Team	Assign Analyst = Maxwell	100
BR 6/ 06-03-2021	When Incident = Created	If Category = Network	Update Priority = P2	100
BR 7/ 07-03-2021	When Incident = Created	If Impact = Critical	Send Mail to WO	100
Use Case: End user logs the incident with symptom containing "Server Problem"
Sequence of Execution	Condition Met	BR Executes		Order No
BR 1 / 01-03-2021	Condition Matches	BR 1 Executes		100
BR 2/ 02-03-2021	Condition Matches	BR 2 Executes		100
BR 3/ 03-03-2021	Condition Matches	BR 3 Executes		100
BR 4/ 04-03-2021	Condition Matches	BR 4 Executes		100
BR 5/ 05-03-2021	Condition Matches	BR 5 Executes		100
BR 6/ 06-03-2021	Condition Doesn’t Match	BR 6 Doesn’t Execute		100
BR 7/ 07-03-2021	Condition Doesn’t Match	BR 7 Doesn’t Execute		100
Incident Database
Incident ID	100
Symptom	Server problem
Category	Server
Impact	High
Workgroup	Server Team
Priority	P1
Urgency	High
Send Mail	Yes
Assigned Analyst	Maxwell
Parsing Logic / Inference
When all the business rules have the same execution order, then execute each of the business rules in incremental order of creation date.

Scenario 11: All Business Rules have same order number (Advanced)

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	If Category = Server	Send Mail to Head of Server Team	100
BR 2/ 02-03-2021	When Incident = Created	If Category = Server & Priority = P1	Update Urgency = High	100
BR 3/ 03-03-2021	When Incident = Created	If Category = Server & Workgroup = Server Team	Update Priority = P1	100
BR 4/ 04-03-2021	When Incident = Created	Symptom contains "Server"	Update Category = Server Update Impact = High Update Workgroup = Server Team	100
BR 5/ 05-03-2021	When Incident = Created	If Workgroup = Server Team	Assign Analyst = Maxwell	100
BR 6/ 06-03-2021	When Incident = Created	If Category = Network	Update Priority = P2	100
BR 7/ 07-03-2021	When Incident = Created	If Impact = Critical	Send Mail to WO	100
Use Case: End user logs the incident with symptom containing "Server Problem"
Sequence of Execution	Condition Met	BR Executes		Order No
BR 1 / 01-03-2021	Condition Doesn’t Match	BR 1 Doesn’t Execute		100
BR 2/ 02-03-2021	Condition Doesn’t Match	BR 2 Doesn’t Execute		100
BR 3/ 03-03-2021	Condition Doesn’t Match	BR 3 Doesn’t Execute		100
BR 4/ 04-03-2021	Condition Matches	BR 4 Executes		100
BR 5/ 05-03-2021	Condition Matches	BR 5 Executes		100
BR 6/ 06-03-2021	Condition Doesn’t Match	BR 6 Doesn’t Execute		100
BR 7/ 07-03-2021	Condition Doesn’t Match	BR 7 Doesn’t Execute		100
Incident Database
Incident ID	100
Symptom	Server problem
Category	Server
Impact	High
Workgroup	Server Team
Assigned Analyst	Maxwell
Parsing Logic / Inference
When all the business rules have the same execution order, then execute each of the business rules in incremental order of creation date.

Scenario 12: All Business Rules have different order numbers

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	If Category = Server	Send Mail to Head of Server Team	97
BR 2/ 02-03-2021	When Incident = Created	If Category = Server & Priority = P1	Update Urgency = High	99
BR 3/ 03-03-2021	When Incident = Created	If Category = Server & Workgroup = Server Team	Update Priority = P1	98
BR 4/ 04-03-2021	When Incident = Created	Symptom contains "Server"	Update Category = Server Update Impact = High Update Workgroup = Server Team	100
BR 5/ 05-03-2021	When Incident = Created	If Workgroup = Server Team	Assign Analyst = Maxwell	100
BR 6/ 06-03-2021	When Incident = Created	If Category = Network	Update Priority = P2	100
BR 7/ 07-03-2021	When Incident = Created	If Impact = Critical	Send Mail to WO	100
Use Case: End user logs the incident with symptom containing "Server Problem"
Sequence of Execution	Condition Met	BR Executes		Order No
BR 4/ 04-03-2021	Condition Matches	BR 4 Executes		100
BR 5/ 05-03-2021	Condition Matches	BR 5 Executes		100
BR 6/ 06-03-2021	Condition Doesn’t Match	BR 6 Doesn’t Execute		100
BR 7/ 07-03-2021	Condition Doesn’t Match	BR 7 Doesn’t Execute		100
BR 2/ 02-03-2021	Condition Doesn’t Match	BR 2 Doesn’t Execute		99
BR 3/ 03-03-2021	Condition Matches	BR 3 Executes		98
BR 1 / 01-03-2021	Condition Matches	BR 1 Executes		97
Incident Database
Incident ID	100
Symptom	Server problem
Category	Server
Impact	High
Workgroup	Server Team
Assigned Analyst	Maxwell
Priority	P1
Send Mail	Yes
Parsing Logic / Inference
When all the business rules have different execution orders, filter the rules with the highest order - execute them incrementally - then execute the business rules with lower-order nos.

Scenario 13: All Business Rules have different order numbers

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	If Category = Server	Send Mail to Head of Server Team	97
BR 2/ 02-03-2021	When Incident = Created	If Category = Server & Priority = P1	Update Urgency = High	98
BR 3/ 03-03-2021	When Incident = Created	If Category = Server & Workgroup = Server Team	Update Priority = P1	99
BR 4/ 04-03-2021	When Incident = Created	Symptom contains "Server"	Update Category = Server Update Impact = High Update Workgroup = Server Team	100
BR 5/ 05-03-2021	When Incident = Created	If Workgroup = Server Team	Assign Analyst = Maxwell	100
BR 6/ 06-03-2021	When Incident = Created	If Category = Network	Update Priority = P2	100
BR 7/ 07-03-2021	When Incident = Created	If Impact = Critical	Send Mail to WO	100
Use Case: End user logs the incident with symptom containing "Server Problem"
Sequence of Execution	Condition Met	BR Executes		Order No
BR 4/ 04-03-2021	Condition Matches	BR 4 Executes		100
BR 5/ 05-03-2021	Condition Matches	BR 5 Executes		100
BR 6/ 06-03-2021	Condition Doesn’t Match	BR 6 Doesn’t Execute		100
BR 7/ 07-03-2021	Condition Doesn’t Match	BR 7 Doesn’t Execute		100
BR 3/ 03-03-2021	Condition Matches	BR 3 Executes		99
BR 2/ 02-03-2021	Condition Matches	BR 2 Executes		98
BR 1 / 01-03-2021	Condition Matches	BR 1 Executes		97
Incident Database
Incident ID	100
Symptom	Server problem
Category	Server
Impact	High
Workgroup	Server Team
Assigned Analyst	Maxwell
Priority	P1
Urgency	High
Send Mail	Yes
Parsing Logic / Inference
When all the business rules have different execution orders, filter the rules with the highest order - execute them incrementally - then execute the business rules with lower-order nos.

Reflexive Nature:
a = b
b = a

Scenario 14: All Business Rules have same order number

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	Symptom contains "Server"	Update Priority = P1	100
BR 2/ 02-03-2021	When Incident = Created	If Priority = P1	Update Priority = P2	100
BR 3 / 03-03-2021	When Incident = Created	If Priority = P2	Update Priority = P1	100
Use Case: End user logs the incident with symptom containing "Server"
Sequence of Execution	Condition Met	BR Executes
1	Condition Matches	BR 1 Executes		100
2	Condition Matches	BR 2 Executes		100
3	Condition Matches	BR 3 Executes		100
Incident Database
Incident ID	Symptom	Priority
100	Server problem	P1
Parsing Logic / Inference
When all the business rules have the same execution order, then execute each of the business rules in incremental order of creation date.

Scenario 15: All Business Rules have same order number

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	Symptom contains "Server"	Update Priority = P1	100
BR 2/ 02-03-2021	When Incident = Created	If Priority = P1	Update Priority = P2	99
BR 3 / 03-03-2021	When Incident = Created	If Priority = P2	Update Priority = P1	98
Use Case: End user logs the incident with symptom containing "Server"
Sequence of Execution	Condition Met	BR Executes
1	Condition Matches	BR 1 Executes		100
2	Condition Matches	BR 2 Executes		99
3	Condition Matches	BR 3 Executes		98
Incident Database
Incident ID	Symptom	Priority
100	Server problem	P1
Parsing Logic / Inference
When all the business rules have different execution orders, filter the rules with the highest order, execute them incrementally, and then execute the business rules with lower-order nos.

Scenario 16: All Business Rules have same order number

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	Symptom contains "Server"	Update Priority = P1	100
BR 2/ 02-03-2021	When Incident = Created	If Priority = P1	Update Priority = P2	98
BR 3 / 03-03-2021	When Incident = Created	If Priority = P2	Update Priority = P1	99
Use Case: End user logs the incident with symptom containing "Server"
Sequence of Execution	Condition Met	BR Executes
BR 1 / 01-03-2021	Condition Matches	BR 1 Executes		100
BR 3 / 03-03-2021	Condition Doesn’t Match	BR 3 Doesn’t Execute		99
BR 2/ 02-03-2021	Condition Matches	BR 3 Executes		98
Incident Database
Incident ID	Symptom	Priority
100	Server problem	P1
Parsing Logic / Inference
When all the business rules have different execution orders, filter the rules with the highest order, execute them incrementally, and then execute the business rules with lower-order nos.

Scenario 17: All Business Rules have same order number

Business Rule ID/Creation Date	Trigger	Condition	Action	Order No
Business Rule Database
BR 1 / 01-03-2021	When Incident = Created	Symptom contains "Server"	Update Priority = P1	98
BR 2/ 02-03-2021	When Incident = Created	If Priority = P1	Update Priority = P2	99
BR 3 / 03-03-2021	When Incident = Created	If Priority = P2	Update Priority = P1	100
Use Case: End user logs the incident with symptom containing "Server"
Sequence of Execution	Condition Met /Not Met	BR Executes
BR 3 / 03-03-2021	Condition Doesn’t Match	BR 3 Doesn’t Execute		100
BR 2/ 02-03-2021	Condition Doesn’t Match	BR 2 Doesn’t Execute		99
BR 1 / 01-03-2021	Condition Matches	BR 1 Executes		98
Incident Database
Incident ID	Symptom	Priority
100	Server problem	P1
Parsing Logic / Inference
When all the business rules have different execution orders, filter the rules with the highest order, execute them incrementally, and then execute the business rules with lower-order nos.

Do's and Don'ts

Do's

Understand the business rule parsing logic before configuring the Business rules.
Make sure the rules configured to achieve a set of requirements do not overlap with other rules.
Review the existing rules before creating new Business Rules.
Specify logical execution order for the rules.
Make sure the business rule updates actions do not conflict with existing matrices such as:
- SLA Matrix,
- Category/ Location based Workgroup and Analyst Routing
- Classification based Workgroup routing
- Classification /(Location or Customer) Workgroup routing
- Priority based Response and Resolution time with skip days
- CI based Priority and SLA Window
- Urgency/ Impact based Priority
- Workgroup/ Priority based SLA window restriction
- SLA Window with holiday calendar based on specific location or analysts location
- Category based Priority and SLA (optionally over-ridable)

Don'ts

Don't configure a requirement as a rule which will not help us to achieve full operation of the business process.
Configuring many rules may likely slow down the application.

Prerequisites

Rabbit MQ set up.
To set up Rabbit MQ
1. Download Erlang version 23.0 for the respective operating system and install. Use the default options during the installation and complete the installation. (Link - https://www.erlang.org/downloads/23.0)
2. Set below environment variable under system variables
  Variable name: ERLANG_HOME
  Variable value: Path of erlang without bin
3. Add %ERLANG_HOME%\bin to the PATH environmental variable:
  Variable name: PATH
  Variable value: %ERLANG_HOME%\bin
4. Download and install Rabbit MQ server 3.8.13 (Link - https://github.com/rabbitmq/rabbitmq-server/releases/tag/v3.8.14)
  
  To install Rabbit MQ server 3.8.14, perform the following steps:
  1. Locate and double-click the rabbitmq-server-3.8.14.exe (It will usually be in your Downloads folder.)
  2. A dialog box will appear. Click Yes. The Choose Components screen is displayed.
    
    Figure: Choose Components
  3. Select components to install and click Next. The Choose Install Location screen is displayed.
    
    Figure: Choose Install Location
  4. Select Destination Folder by clicking Browse and and click Install.
    
    Figure: Installing
    
    Figure: Installation Complete
  5. Click Finish to complete the installation.
5. Make sure RabbitMQ is available in services and running.
6. Open the command prompt with admin privileges and navigate to the path where rabbitmq server is installed. Execute the below command to enable the management interface rabbitmq-plugins enable rabbitmq_management
7. Open a browser and access the management interface using the link, http://localhost:15672/
8. Login with credentials guest/guest

Summit.BusinessRule.EventListenerService service installation

In case of first time upgrade to Tahoe and above versions, the below installation command needs to be executed.

Installation command for Business Rule Service

sc create "Summit.BusinessRule.EventListenerService" binPath= "<<InstallationDirectory>>\BusinessRuleEvent\Summit.BusinessRule.EventListenerService.exe" DisplayName= "Summit BusinessRule EventListener" start= auto

sc start Summit.BusinessRule.EventListenerService

Example:
<<InstallationDirectory>>
"E:\ToQA\v511\B013\01.Applications"
So the binPath="E:\ToQA\v511\B013\01.Applications\BusinessRuleEvent\Summit.BusinessRule.EventListenerService.exe"

sc create "Summit.BusinessRule.EventListenerService" binPath= "E:\ToQA\v511\B013\01.Applications\BusinessRuleEvent\Summit.BusinessRule.EventListenerService.exe" DisplayName= "Summit BusinessRule EventListener" start= auto

New Config keys are required to be added in web.config/app.config file

Config Keys

The below config keys are required to be added to the respective file for Business Rule Functionality.

Web.config of SummitWeb

<add key="BUSINESS_RULE_RABBITMQ_USERNAME" value="" />
<add key="BUSINESS_RULE_RABBITMQ_PASSWORD" value="" />

<!--Comma Separated Hostname or IP Address-->   
<add key="BUSINESS_RULE_RABBITMQ_HOST" value="" />
<add key="BUSINESS_RULE_RABBITMQ_PORT" value="5672" />

<!--Connection Timeout value in milli seconds-->   
<add key="BUSINESS_RULE_RABBITMQ_CONNECTION_TIMEOUT" value="1000" />

App.config of Summit.BusinessRule.EventListenerService

<add key="BUSINESS_RULE_RABBITMQ_USERNAME" value="" />
<add key="BUSINESS_RULE_RABBITMQ_PASSWORD" value="" />

<!--Comma Separated Hostname or IP Address-->
<add key="BUSINESS_RULE_RABBITMQ_HOST" value="" />
<add key="BUSINESS_RULE_RABBITMQ_PORT" value="5672" />

<!--Connection Timeout value in milli seconds-->
<add key="BUSINESS_RULE_RABBITMQ_CONNECTION_TIMEOUT" value="3000" />
<add key="BUSINESS_RULE_RABBITMQ_FETCH_COUNT" value="10" />
<add key="DEBUG_ENABLED" value="false" />
<add key="API_TIMEOUT" value="10000" /> 
 
<!--Email Processing Config Keys-->
<add key="App:BaseURL" value="" />
<add key="Mail:From" value="" />
<add key="Mail:FromName" value="" />

<!--Orchestration Config Keys-->
<add key="App:OrchestrationEnabled" value="true" /> 

<!--Orchestration connector in connection string-->
<add name="RabbitConnector" connectionString="" />
<add name="SummitDB" connectionString="" />

ServerMonitor.exe.config

<add key="BUSINESS_RULE_RABBITMQ_USERNAME" value="" />

<add key="BUSINESS_RULE_RABBITMQ_PASSWORD" value="" />

<!--Comma Separated Hostname or IP Address--> 

<add key="BUSINESS_RULE_RABBITMQ_HOST" value="" />
<add key="BUSINESS_RULE_RABBITMQ_PORT" value="5672" />

<!--Connection Timeout value in milli seconds--> 
<add key="BUSINESS_RULE_RABBITMQ_CONNECTION_TIMEOUT" value="1000" />

Note:

Data Migration across different Database Environment
If the data is migrated between DB environments, then make sure that the value for Summit_BusinessRule_Identifier key in Summit_config table must be unique. The same value for Summit_BusinessRule_Identifier configuration key cannot be used across different DB environments.

How to Configure a Business Rule?

To configure a Business Rule, perform the following steps:

Select Admin >Basic > Infrastructure > Business Rule.
On the BUSINESS RULE page, click ADD NEW on the ACTIONS panel. The following page is displayed.

Figure: BUSINESS RULE page
Select the Tenant and fill in the required details. For more information, see Field Description.
1. Fill in the other required details under RULE DEFINITION, TRIGGER, CONDITION, and ACTION sections.
2. Click SUBMIT. A new Business Rule is configured.

Field Description

The following table describes the fields on the BUSINESS RULE page:

Field

Description

RULE DEFINITION

Name

Type in a name for the business rule.

Description

Type in a detailed description.

Execution Order

By default, the execution order number is blank. Each Business Rule can be assigned an execution order number. The order number is the deciding factor when same field is updating from different Business Rules. Rule with higher order number is processed first and given precedence over rules with lower order number.

Note: If the execution order number is same, then the business rule executed based on the created date.

BR Processing Logics:

Execution Order - Highest to Lowest
Creation date - Earliest to Latest

Active

If selected, the Business Rule becomes active.

TRIGGER

Module

Select the Module from the drop-down list. As of now you can create Business Rules only for Incident Management Module.

When

You can define when this business rule should execute.

After: If selected, the business rule will trigger once the Incident is created or updated. Also, the incident will be frozen i.e. no update will be allowed for the incident until the Business Rule is processed.
Async: If selected, the business rule will trigger once the Incident is created or updated. In case of Async, the Incident will not be frozen and the Business Rules will be processed asynchronously.

Trigger Type

Create: Select this check box to execute the business rule when a record is created.
Update: Select this check box to execute the business rule when a record is updated.

CONDITION

When a Request Arrives

Use the condition builder to determine when the business rule actions should be executed.

Conditions based on criteria: Select this radio button to specify the conditions based on which the action would be executed.
No Condition: Select this radio button, if there are no conditions.

Adding Conditions:

A condition consists of the following parts:

Field: The fields related to incident management module are populated in the drop-down list. Select the required option.
Operator: Based on the selected field value, the operators are displayed. Select the required operator from the drop-down list. The Possible values for Operator are: Contains, Does not contain, Equals, Not Equals, Is one of, Is not one of, Greater Than, Less Than, Less than or equal to, Greater than or equal to, and Between.
Value: Based on the selected Field type and Operator the options are populated in the Values field.
Click icon to add a new condition.
You can define multiple conditions with AND/OR operator.
You can add a condition by clicking on the icon present at the end of every condition.
You can delete a condition by clicking on the icon present at the end of every condition.

Group Conditions ():

Using the Group Conditions option, you can define multiple conditions as a single condition using AND/OR.

Example: Consider that you want to trigger a business rule when an incident is created for Network Category with a Priority as P2 or Impact as Low. In this case, you can set the all the conditions as single condition as shown below using Group Conditions.

To create a Group of Conditions, select the check boxes of respective condition rows and click (Group Conditions) icon.

Note: Only adjacent conditions can be grouped. Already grouped condition rows cannot be used for another Group.

To Ungroup Conditions, click (Ungroup Conditions) icon as shown below.

ACTION

Time Zone for Notification and API

Caller Time Zone: If selected, values for date and time fields in notification template and API will be based on the Caller Time Zone.
Analyst Time Zone: If selected, values for date and time fields in notification template and API will be based on the Analyst Time Zone.

UPDATE FIELDS

Under this tab, you can configure update field values. You can update the both standard and custom field values.

Update Action Type

Update values first time: If selected, will update the fields only for the first time when the record is updated.
Update values every time: If selected, will update the fields every time when the record is updated.

Note:

The Update Action Type field displayed only when the Trigger Type is selected as Update.
There are few mandatory fields based on status value selection. Based on the selected status value the following mandatory fields are displayed.

The following fields become mandatory based on status value selection. Also, the for the mandatory fields the icon will not displayed at the end of every row.

Status Value	Mandatory Fields
Assigned	Workgroup/ Assigned Workgroup, Category, Classification, Impact, Urgency, Priority, SLA Service Window, Symptom and Description.
In Progress	Workgroup/ Assigned Workgroup, Category, Classification, Impact, Urgency, Priority, SLA Service Window, Symptom, Description, Target Completion Date, Response SLA Violation Reason, and Analyst/Assigned To.
Pending	Response SLA Violation Reason, Analyst/Assigned To, Workgroup/ Assigned Workgroup, Target Completion Date, Symptom, Description, Category, Classification, Impact, Urgency, Priority, SLA Service Window, and Pending Reason.
Resolved	Response SLA Violation Reason, Analyst/Assigned To, Workgroup/ Assigned Workgroup, Target Completion Date, Symptom, Description, SLA Service Window Category, Classification, Impact, Urgency, Priority, Solution, Resolution Code, Closure Code, and Resolution SLA Violation Reason.

Delete Fields

You can delete an update field row by clicking on the icon present at the end of every row.

Override Values

If the Override Values = YES, then the values defined for the field in the Business Rule will override the values set for that field in the record.
If the Override Values = NO, then the values defined for the field in the Business Rule will be applied only if the value is not set for that field in the record. As stated otherwise, if there is a value already available for a particular field in the record, then the Business Rule Value will not be applied.

NOTIFICATION

Under this tab, you can configure the notification templates for the business rule. You can create new notification template or use the existing notification template to send a notification to users.

You can configure the following notification types:

E-mail Notification
SMS Notification

E- Mail Notification

To create E-Mail Notification, perform the following steps:

Under the Notification tab, click ADD NOTIFICATION. The NOTIFICATION pop-up is displayed.

Figure: BUSINESS RULE - ACTION

Figure: NOTIFICATION pop-up
Fill in the required details. For more details, see Field Description.
Note:

Use Dollar ('$') and type a character to trigger suggestions for Incident Attributes in Email Subject and Email Body.
Click SAVE. A new E-mail Notification is created and displayed under the Unlinked Notifications section.

Figure: NOTIFICATION pop-up - Unlinked Notifications
Click SAVE AND SELECT to save and select the template under the Notification tab of ACTION section.

Note:

Send notification first time: If selected, will send notification only for the first time when the record is updated.
Send notification every time: If selected, will send the notification every time when the record is updated.
Click CANCEL to close the NOTIFICATION pop-up.

Field Description

The following table describes the fields on the NOTIFICATION pop-up:

Field

Description

Notification Name

Type in the name for the e-mail notification template.

Medium

Select the medium as E-mail to configure E-mail notification.

To

Add the main recipients of the email.

Group	Members
By Caller Group	Caller Caller's cc book Caller's Customer SPOC Caller's Line Manager Caller's Reporting Manager
By Analyst Group	Analyst Incident Vendor SPOC Incident Workgroup Incident Workgroup -Additional Owners Incident Workgroup Owner
By Designation	Search and select the required Designations
By Workgroup	Search and select the required Workgroups
By User Type	Search and select the required User Types
By Customer	Search and select the required Customers
Custom E-mail ID	Type in required e-mail id

CC

Add the recipients to receive a copy of the email that you sent to the people listed in the To: field.

Group	Members
By Caller Group	Caller Caller's cc book Caller's Customer SPOC Caller's Line Manager Caller's Reporting Manager
By Analyst Group	Analyst Incident Vendor SPOC Incident Workgroup Incident Workgroup -Additional Owners Incident Workgroup Owner
By Designation	Search and select the required Designations
By Workgroup	Search and select the required Workgroups
By User Type	Search and select the required User Types
By Customer	Search and select the required Customers
Custom E-mail ID	Type in required e-mail id

Email Subject

Type in the subject.

Note: Use Dollar ('$') and type a character to trigger suggestions for Incident Attributes in Email Subject and Email Body.

Email Body

Type in the body content.

Note: Use Dollar ('$') and type a character to trigger suggestions for Incident Attributes in Email Subject and Email Body.

SMS Notification

To create an SMS notification, perform the following steps:

Under the Notification tab, click ADD NOTIFICATION. The NOTIFICATION pop-up is displayed.

Note:

Select Medium as SMS to create SMS notification.

Figure: NOTIFICATION pop-up
Fill in the required details. For more information, see Field Description.
Note:

Use Dollar ('$') and type a character to trigger suggestions for Incident Attributes in Description.
Click SAVE. A new SMS Notification is created and displayed under the Unlinked Notifications section.
Note
- Click (Edit) icon to edit the template details as shown above.
- Click (Delete) icon to delete a template.
Click SAVE AND SELECT to save and select the template under the Notification tab of ACTION section.
Click CANCEL to close the NOTIFICATION pop-up.
Note:

Send notification first time: If selected, will send notification only for the first time when the record is updated.
Send notification every time: If selected, will send the notification every time when the record is updated.

Field Description

The following table describes the fields on the NOTIFICATION pop-up:

Field

Description

Notification Name

Type in the name for the SMS notification template.

Medium

Select the medium as SMS to configure SMS notification.

To

Add the main recipients of the email.

Group	Members
By Caller Group	Caller Caller's cc book Caller's Customer SPOC Caller's Line Manager Caller's Reporting Manager
By Analyst Group	Analyst Incident Vendor SPOC Incident Workgroup Incident Workgroup -Additional Owners Incident Workgroup Owner
By Designation	Search and select the required Designations
By Workgroup	Search and select the required Workgroups
By User Type	Search and select the required User Types
By Customer	Search and select the required Customers
Custom E-mail ID	Type in required e-mail id

Message Expiry Time (Mins.)

Specify the message expiry time in minutes

Description

Type in the detailed description.

Search Notifications

You can search notifications using the Search Notifications search box.

Filter By

Select All to view both E-mail and SMS notifications.
Select E-mail to view only E-mail notifications under the Linked to this Business Rule, Linked to other Business Rules, Unlinked Notifications, and Existing Templates.
Select SMS to view only SMS notifications under the Linked to this Business Rule, Linked to other Business Rules, Unlinked Notifications, and Existing Templates.

Linked to this Business Rule

Under this section, you can view the list of notification templates linked to this Business Rule. Also, you can edit and delete the notification templates available under this section.

To edit a notification template, perform the following steps:

Click (Edit) icon adjacent to template name. The preview of the notification template loads on the right section.
Fill in the required details.
Click SAVE to save only the changes.
Click SAVE AND SELECT to display under Notification tab of ACTION section.
Click CANCEL to close the NOTIFICATION pop-up.

To delete a notification template, perform the following steps:

Click (Delete) icon adjacent to template name.
A warning message displayed as shown below.
Click OK to delete the notification template.

Linked to other Business Rule

Under this section, you can view the list of notification templates linked to other Business Rules.

Unlinked Notifications

Under this section, you can view the list of unlinked notifications. These notifications are created but not linked with any business rule.

Existing Templates

Under this section, you can view the existing email notification templates which are configured for the selected Tenant and Module (Incident Management).

Incident Transferred
Incident Assigned
Incident Updated to Pending
New Incident Logged (other sources)
Incident Updated (other sources)
Incident Updated by the Caller (other sources)
Incident Review Mail Template To Engineer
Closure Mail with Feedback
Incident Resolved
Incident Updated by the Analyst
Incident Updated to Pending
New Incident Logged
Auto Escalation Email for Pending
Custom E-Mail Notification
Incident Closed by the Caller
Auto Escalation Email for Resolution
Auto Escalation Email for Resolution to Analyst
Auto Escalation Email for Resolution to Workgroup
Manual Escalation
Action "REMINDER" for Self, Assigned To, and Other Users
Incident Re-Opened by the Caller
Incident Updated by the Caller
Auto Escalation Email for Resolution to Caller
Incident Re-Opened
Incident Cancelled
Incident Cancelled (Caller/Analyst)
Closed Incident Update to Caller (Mail to Ticket)
Incident Pending for User Response Reminder
Auto Escalation Email for Response
Escalation Reassigning Ticket - IM
Incident Resolved
Incident Resolved (Other Sources)
Auto Escalation Email for Pending to Caller
Auto Escalation Email for Response to Caller
Incident Closed
Major Incident Identified (from job)
Feedback Reminder
Incident Updated by External User
Action "REMINDER" for Caller
Incident Updated with User Communication

API

ADD API

To add API, perform the following steps:

Under the API tab, click ADD API. The API pop-up is displayed.

Figure: BUSINESS RULE - ACTION

Figure: API pop-up - Body tab
Fill in the required details. For more information, see Field Description.
Click SAVE. A new API is created and displayed under the Unlinked Notifications section.
Click SAVE AND SELECT to save and select the template under the API tab of the ACTION section.
Click CANCEL to close the API pop-up.

Field Description

The following table describes the fields on the API pop-up:

Field	Description
API Configuration Name	Type in the Name for the API Configuration.
Method	Select the required Method from the drop-down list. The available methods are: GET - for new request POST - add new data PUT - replace existing data
API Timeout (In seconds)	Specify the Timeout in seconds
API URL	Specify the API URL
Params	You can send path and query parameters with your requests using the Params tab. To send a path and query parameter, Click the Params tab. Click icon to add a new row. Enter the Key, Value, and Description. Slide the toggle button to right- hand side to make this path/query parameter active.
Authentication	Authentication involves verifying the identity of the client sending a request, and authorization involves verifying that the client has permission to carry out the endpoint operation. Open the Authorization tab to configure your access details. Select the required Authentication type from the drop-down list. The available types are: API Key Bearer Token Basic OAuth 2.0
Headers	Some APIs require you to send particular headers along with requests, typically to provide additional metadata about the operation you are performing. You can set these up in the Headers tab. Enter any key-value pairs you need and will send them along with your request.
Body	The Body tab allows you to specify the data you need to send with a request.
Response	Under this tab, you can view the API response.

Linked to this Business Rule

Under this section, you can view the list of APIs linked to this Business Rule. Also, you can edit and delete the APIs available under this section.

Linked to other Business Rule

Under this section, you can view the list of APIs linked to other Business Rules. Also, you can edit and delete the APIs available under this section.

Unlinked APIs

Under this section, you can view the list of unlinked notifications. These notifications are created but not linked with any business rule

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the BUSINESS RULE configuration page.

SHOW LIST

Click SHOW LIST to display the BUSINESS RULES table showing all the configured Business Rule details for the selected Tenant.

Figure: BUSINESS RULE LIST Page

Figure: BUSINESS RULE LIST Page

You can perform the following actions on the BUSINESS RULES Page.

By clicking the (Edit) icon, you can edit the business rule order or execution order from the BUSINESS RULES Page.
You can make the specific business rule active or inactive from the BUSINESS RULES Page.

To inactive a Business Rule, perform the below steps:
1. Uncheck the check Active check box, a pop-up displayed with a message as shown below.
2. Click OK to inactive a Business Rule.
  Note:
  
  To display the inactive business rules, click the Include Inactive check box.

CHANGE HISTORY

Click CHANGE HISTORY to view the changes that occurred on the Business Rule, the user who made the changes, the date and time when the change was made, and also the Old and New values for the Business Rule.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the BUSINESS RULES LIST page.

FILTERS

Click Filters to specify particular filter criteria to display the Business Rules. On clicking the Filters icon, the FILTERS pop-up page is displayed.

FILTERS pop-up

ADD NEW

Click ADD NEW to configure a new Business Rule.

Notes:

End User screen will be frozen when manually escalated, reopened, closed/cancelled
Async rule will be processed based on the latest data of the Incident.
Admin has to configure the required notifications for the Business Rule. Default notifications applicable for Incident Management module will not be sent.
Orchestration call will be triggered for the Incident after business rule processing in case of update fields action.
Tenant Settings: Below Tenant configuration checks are applicable for Business Rule Configuration.
- Enable Manual Incident Cancellation Icon
- Enable Category Parent Node Selection
- Enable Classification Parent Node Selection
- Minimum Symptom Length
- Description Length
- Do Not Allow Images in Description
- Enable Capture of Closure Category
- Enable Secondary Analyst
- Minimum Characters for Solution
- Allow Analyst to Edit Symptom
- Allow Analyst to Edit Description
- Additional Information Tab

Known Issues

CC recipients are not grouped by customer.

Business Rule Designer

Overview

What is a Business Rule?

Benefits of Business Rule Designer

Usage of Business Rules

Do's and Don'ts

Prerequisites

How to Configure a Business Rule?

Field Description

Adding Conditions:

Field Description

Field Description

Field Description

Release Notes | Installation Guide | Other Documents