How to configure business rules

Overview

Business Rules are a set of global policies that help you enforce data quality and standardize the ticket lifecycle. These rules are divided into two main categories:

• Ticket Creation Rules: Ensure all necessary information is captured upfront when a ticket is submitted.

• Ticket Closure Rules: Define the conditions for how and when a ticket can be manually or automatically closed.

Configuring these rules leads to better ticket data, more accurate reporting, and a smoother workflow for both users and analysts.

Step-by-Step Guide

1. Navigate to Business Rules

First, you need to access the Business Rules configuration page.

• From the main navigation panel, click on Settings (1).

• Under the Helpdesk section, select Business Rules (2 & 3).

2. Configure the Rules

The Business Rules page is divided into two sections. Configure the options in each section to match your company's operational policies.

A. Ticket Creation Rules

This section focuses on requirements at the beginning of a ticket's life to ensure high-quality submissions.

• Field Requirements: Use the toggle switches to mandate that users select a category, subcategory, impact, or urgency when creating a ticket. In the example, Require subcategory on ticket creation is enabled to ensure better classification from the start.

• Minimum Lengths: Set a minimum character count for the subject and description fields to prevent users from submitting tickets with little to no information.

B. Ticket Closure Rules

This section defines the conditions required to close a ticket and automates the closing process for inactive tickets.

• Manual Closure Requirements: Enforce best practices by requiring certain fields to be filled before an analyst can manually close a ticket. For example, you can enable Require category before closing or Require worklog entry before closing to ensure all tickets are complete and properly documented.

• Automatic Closure Policies: Automate the closing of resolved tickets to keep your ticket queue clean. You can set rules like Days until auto-close after resolution or Close after user inactivity (days).

3. Save Your Changes

Review your settings for both the creation and closure sections. Any changes you make are typically saved automatically. Ensure your configuration is set as desired before navigating away from the page.