Creating time-based rules

Note:

1. Time-based rules are applicable only for the Tickets module. 
2. Administrator can create a maximum of 5 rules/15 rules/30 rules per department in the Standard, Professional, and Enterprise editions, respectively.
3. Administrator can associate each rule with up to three time-based actions (1 alert, 1 task & 1 field update).
   

1. Navigate to Setup (  ) > Automation > Supervisor Rules.
2. Select the Department.
3. Click Create Rule.
4. In the Time-based action page, enter the Rule Name and Description.
5. Mark the rule Active.
6. Select the Business hours or Calendar hours during which this rule will apply.
7. Click Next.
8. Under Criteria, click Select field and select a time-based criteria from the available options. 
9. Under Action, click (  ) to add actions to be performed when the time-based action is executed.
1. To create an alert
1. Provide a Name and Description.
2. Select an Email template or Create an email template.
3. Choose who to send the email alert to: team/role/role and subordinate/agents.
4. Under Also Notify, the email can be sent to the record owner/record creator/notify contact/additional recipients as well.
5. Click Save.
2. To update the field value
1. Provide the assignment value Name and Description.
2. Under Assignment Value, select the Fields that need to be updated.
3. Provide the Value that needs to be changed.
3. To set up a task
1. Enter the Task subject.
2. Choose the Task’s status.
3. Set the Task priority.
4. Check ticket owner, if they should also be assigned as the task owner.
5. Select an agent who needs to be assigned to this task. 
6. Set the Due date for the task from the Supervisor Rules trigger time by clicking the timer and time selector (minutes, hours, days, or months).
7. Provide a Description.
8. Click Save.
4. To associate an existing action with a rule:
1. Click the Add icon and select Existing from the drop-down list for the required action type, such as alerts, tasks, or field updates.
2. In the Associate Existing Action page, choose the appropriate action and link it to the rule.
10. Click Save to save the overall Supervisor rule.

Deactivating time-based rules

1. Go to Setup (  ) > Automation > Supervise.
2. In the Supervisor Rules List page, click the Deactivate icon (  ) for the corresponding rule.
   

Deleting time-based rules

1. Click on Setup (  ) > Automation > Supervisor Rules. 
2. In the Supervisor Rules List page, click the Delete icon (  ) for the corresponding rule.
3. Click Ok to confirm.