18.6.6. Rules

Note: This feature is only available in the Enterprise Edition of OfficeClip.

The Rules configuration screen enables administrators to add rules by which each issue can be tracked. Rules involve taking some action based on certain events. For example, if one user assigns an issue to someone else, they get a notification email so they know immediately there is a new issue to work on. For additional information on Rules, see the General Concepts section.

Two types of rules are supported in the Issue Tracker:

18.6.6.1. Notification Rules

These rules are designed to notify a user of an event that has occurred with the issue. For example, a person who the issue is assigned to needs to be notified if someone else changes the status of the issue.

To add a New Rule for a binder:

  1. From the Issue Tracker select a binder. Under the Admin section click Rules.

  2. Click Add Rule under the Issue Notifications section.

  1. Select a condition from the drop-down list and click Next.

  1. Here, select an action and click on Add Action. If you have to send an email to a particular user, either type the email address or select it from the drop-down list and click Next.

  1. Give the rule a name and click Save Rule.

18.6.6.2. Escalation Rules

Sometimes the issues are not serviced on time and they fall through the cracks, which affects the service guarantee of the organization. These rules notify the administrators or other stakeholders if such a situation arise.

To add a New Rule:

  1. From the Issue Tracker select a binder. Under the Admin section click Rules.

  2. Click Add Rule under the Issue Escalations section.

  1. Select a condition from the drop-down list and click Add Condition. Then, select the field, value, etc according to your requirements and click Next.

  1. Select an action and click Add Action. Add Actions as required and click Next.

  1. Give the rule a name and click Save Rule.

You can see the list of rules entered for both the sections.