You can define Business rules that will enable you to organize the incoming requests (form and e-mail) and perform any action ranging from delivering them to Groups, to assigning status and other parameters of the requests. To add a new Business Rule, click Add New Business Rule link on the right hand side corner of the Business Rule List table.

Adding a New Business Rule
The Add Business Rule has two major blocks of information to be configured, namely Business Rule Details and Business Rules. Under the Business Rule Details block, you need to enter the details for the Rule Name and Description.

Enter the name for the rule in the Rule Name field.

If you wish to describe the business rule in detail, you can enter the content for the same in the Description text box.

The second block Business Rules is where you can define the rules and set matching criteria based on which the incoming service requests (form based requests and e-mails) can be actioned upon automatically without any manual intervention.

From the Criteria combo box under the Define Rule block, select the specific criteria, and the select the matching condition from the Condition combo box. Click Choose button to add the specific values. Now click Add to Rules. The rule that you just defined is added in the table below.

You can choose to match all the criteria set or match any of them by choosing the corresponding radio button.

Now set the appropriate action that need to be performed on the requests that match the above rule criteria that you have added.

Select the action item to be performed on the request from the Choose Action drop down menu and then to choose the value to be associated, click Choose button and select the value that you wish to associate to the request.

Click Add. The added action(s) get added to the Action Set table below.

Click the Save button to save the Business Rule and return to the list view.
Click the Save and add new button to save the Business Rule and add another Business Rule.

Organizing Business Rules
To organize the Business Rules, click the Organize Business Rules link and in the pop-up, select the business rule and click Move up or Move Down button. This decides the order in which the Business Rule that is applied on the requests that are fetched by the application.