Business Rules

HelpSTAR’s Business Rule Designer enables you to automate your organization’s service request workflow and notifications. This will ensure that your various control requirements are consistently met. Rules can be utilized to automate the approval process, and to notify management of critical changes or events. Trace memos are automatically generated to provide a complete audit trail of all changes.

The Rule Designer employs an easy-to-use interface that belies its powerful functionality. Rules can be created for both service requests and incoming email. Service request requirements can be applied to a wide variety of associated fields, as shown in the left-hand panel of the image below.

Similarly, you can apply filtering conditions to incoming email requests, based on very specific attributes, as shown in the image below.

If the specified conditions are met, then workflow/properties of service requests and incoming email can be automated to meet your requirements. For example, you can route service requests to specific queues or support reps.

You can also generate automatic notifications to management to ensure that critical events are monitored, or that the proper approvals have been given. Notifications can be issued via HelpSTAR Alarms and FollowUp Reminders, as well as by email and pager messages. The template shown below is for setting automatic email notifications.

The Email Template allows you to send notification messages to multiple users. You may insert data from a variety of fields into the body of the email, and you can add trace memos to ensure that the updates are tracked.