# Business Rule

## **What is a business rule?**

A business rule for an infraon product refers to a specific guideline or constraint that governs the behavior, processes, or operations within the context of that product's infrastructure. These rules are typically defined and enforced to ensure consistency, compliance, and efficient functioning of the infraon product.

### **Types in business rule**

There are two types of business rules:

* **Load Balancer:** The ticket allocation system ensures a balanced workload distribution between users. It automatically routes any additional tickets beyond the initial allocation to the following user until the same number of tickets per user is reached.

For example, if user one has seven tickets and user two has five tickets, the next ticket will be automatically added to user two, since user one already has seven tickets, which is greater than user two's five.

* **Round Robin:** Despite any existing ticket imbalances, prospective tickets raised are sequentially assigned to the first user, disregarding the need for a balanced distribution among users.

**For Example,** User One has five tickets, and User Two has three tickets; prospective tickets are automatically assigned to User One even though User Two has fewer tickets.

## **Instructions to add business rules**

* Go to **Infraon Configuration → Infraon Automation → Business Rule**.
* Click **Add**.
* On the **Add Business Rule** page, configure the rule using the fields described below.

<table><thead><tr><th width="152.20001220703125">Label</th><th width="174.59991455078125">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Rule Name*</strong></td><td>Enter a rule name</td><td>A unique identifier for the business rule.<br><br><strong>Example:</strong> Auto Assign L1 Tickets.</td></tr><tr><td><strong>Module*</strong></td><td>Select a module from the dropdown</td><td><p>Specifies the module where the rule is applied.<br><strong>Available options:</strong><br></p><ul><li><strong>Ticket</strong> (rules applied to incidents/tickets)</li><li><strong>Problem</strong> (rules applied to problem records)</li><li><strong>Request</strong> (rules applied to service requests)</li><li><strong>Approval</strong> (rules applied to approval workflows)</li><li><strong>CMDB</strong> (rules applied to configuration items and assets).</li></ul><p>The selected module controls the available rule types and rule setup fields.</p></td></tr><tr><td><strong>Type*</strong></td><td>Select a rule type from the dropdown</td><td><p>Defines the action performed by the rule.<br><br>Options vary by module:<br></p><ul><li><strong>Assignment Rule:</strong> Automatically assigns records to a group based on conditions.</li><li><strong>Delayed Assignment Rule:</strong> Assigns records after a defined time duration if conditions are met.</li><li><strong>Set Value:</strong> Updates one or more fields with specified values when conditions match.</li><li><strong>Priority Matrix Rule:</strong> Calculates priority based on combinations of urgency and impact.<br><strong>Immediate Delegation Rule:</strong> Instantly delegates approvals from one approver to another.</li><li><strong>Duration-Based Delegation:</strong> Delegates approvals after a defined duration with optional reminders.</li></ul></td></tr><tr><td><strong>Precedence*</strong></td><td>Select priority level</td><td>Determines the order in which rules are evaluated when multiple rules match.<br><br><strong>Options:</strong> High, Medium, Low. Higher precedence rules are executed first.</td></tr><tr><td><strong>Description</strong></td><td>Enter rule description</td><td>Short explanation of the rule’s purpose.<br><br><strong>Example:</strong> Assign network tickets to the L1 team.</td></tr><tr><td><strong>Is Enable</strong></td><td>Enable or disable the rule</td><td>Controls whether the rule is active. Disabled rules are not executed.</td></tr><tr><td><strong>Override Existing Rule</strong></td><td>Enable if required</td><td>Allows this rule to override existing matching rules.</td></tr></tbody></table>

![](/files/598b1647d268f4f262e6ede31a372faab20f19c0)

{% hint style="info" %}
Business Rule configuration dynamically adjusts based on the selected **Module** and **Type**.
{% endhint %}

The chosen **Module** determines the available **Rule Types**, and selecting a **Rule Type** updates the **Rule Setup** section to display only applicable fields and options, ensuring accurate and context-specific configurations.

Rule Setup **| Condition**

<table><thead><tr><th width="166.5999755859375">Label</th><th width="206.800048828125">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>When*</strong></td><td>Select operand, operator, and value</td><td>Defines the condition that triggers the rule. Operand specifies the field, Operator defines the comparison logic, and Value is the condition value.</td></tr><tr><td><strong>Add Condition (+)</strong></td><td>Add additional conditions</td><td>Allows multiple conditions to be combined for rule evaluation.</td></tr></tbody></table>

![](/files/2b1ec92d780612f254b6b851b583a23a0136adbc)

Rule Setup **| Assignment Rule/ Delayed Assignment Rule**

<table><thead><tr><th width="158.5999755859375">Label</th><th width="212.4000244140625">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Then Assign To*</strong></td><td>Select Group, Expertise, Level</td><td>Assigns the record to a specific team based on expertise and support level.</td></tr><tr><td><strong>After*</strong></td><td>Specify time duration</td><td>Applicable to delayed assignment rules. Defines when the assignment should occur (Days / Hours / Minutes).</td></tr></tbody></table>

![](/files/4deb3470ef6dbe2fef83c68c40af78be46bf46ec)

**Set Value |** Action

<table><thead><tr><th width="181.79998779296875">Label</th><th width="207">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Then Value Update To*</strong></td><td>Select the field and value</td><td>Updates a selected field with a defined value when conditions are met.</td></tr><tr><td><strong>Add Field (+)</strong></td><td>Add more updates</td><td>Allows updating multiple fields in a single rule.</td></tr></tbody></table>

![](/files/7a9e5bab916d470b57b4e15a9559f20541dfa1fa)

**Priority Matrix Rule** **|** Action

The **Priority Matrix Rule** automatically determines a record's priority based on **Urgency–Impact** and contextual parameters such as Business, Location, Department, Group, and User.

This rule is available when the selected **Module** supports priority calculation (for example: **Ticket** and **Request**).

<table><thead><tr><th width="203.39996337890625">Label</th><th width="203.2000732421875">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Urgency – Impact Matrix</strong></td><td>Configure priority mapping</td><td>Defines ticket priority based on combinations of urgency and impact parameters such as business, location, department, group, and user.</td></tr></tbody></table>

![](/files/f84cf948229261e96731f439ea4aa940d8eb56ec)

The matrix allows defining priority values for combinations of **Urgency** and **Impact dimensions**.

**Urgency Levels**

* High
* Medium
* Low

**Impact Dimensions**

* Business
* Location
* Department
* Group
* User

**Approval Delegation Rules** **|** Action

<table><thead><tr><th width="169">Label</th><th width="169.800048828125">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Delegate From*</strong></td><td>Select approver</td><td>Specifies the original approver from whom approval is delegated.</td></tr><tr><td><strong>Delegate To*</strong></td><td>Select approver</td><td>Specifies the alternate approver.</td></tr><tr><td><strong>Delegate After*</strong></td><td>Define duration</td><td>Time after which delegation occurs.</td></tr><tr><td><strong>Remind Before Delegation*</strong></td><td>Define reminder time</td><td>Sends a reminder before the delegation is triggered.</td></tr></tbody></table>

![](/files/e21b44ea0d4c634f155558d712b1be0279199085)

After configuring all required fields and labels, click **Submit**.

{% hint style="info" %}
The auto-assignment process in L2 support categorizes technicians (U4, U5, U6) by level. When L1 auto-assignment is enabled, the system assigns technicians in sequence (U1, U2, U3, and so on) to resolve customer tickets.
{% endhint %}

{% hint style="info" %}
The auto-assignment mechanism handles hardware issues. When a problem arises in the service, the team provides hardware support. In the event of hardware issues reported by developers, an L1 expert is assigned via load balancing or round-robin, ensuring efficient resolution of customer tickets.
{% endhint %}

### **Apply Rule to Existing Assets**

While creating a CMDB business rule, you can choose to apply the rule to assets that already exist in the system.

![](/files/f86cebd382b7caed411773a511370d44cd4714f2)

<table><thead><tr><th width="161">Label</th><th width="201.79998779296875">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Save and Update Existing Assets</strong></td><td>Click to apply the rule to existing assets</td><td>Applies the newly created rule to <strong>all existing assets</strong> that match the defined conditions.<br><br>A confirmation dialog appears before proceeding.</td></tr><tr><td><strong>Submit</strong></td><td>Click to save the rule</td><td>Saves the rule without applying it to existing assets. The rule will apply only to assets created or modified after its enactment.</td></tr></tbody></table>

{% hint style="info" %}

* If **Save and Update Existing Assets** is used:
  * The system identifies all existing assets matching the rule conditions.
  * The rule is applied to those assets.
  * Asset records are updated accordingly.
    {% endhint %}

{% hint style="info" %}
If only **Submit** is used:

* Existing assets remain unchanged.
* The rule is applied only to future assets.
  {% endhint %}


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