Zoho FSM | Time Based Rules

Time Based Rules

Use Time-based Rules to automate triggering desired actions based on a specified date or time. Thus, time-based rules will help you automate routine tasks, improve communication with customers, ensure compliance with service commitments, and streamline the entire service delivery process. Below are some examples:
  1. Asset Warranty Tracking: A time-based rule can be set up to reach out to the customer and discuss warranty extension options when the warranty is about to expire.
  2. Request Follow-Up: Using a time-based rule, you can automatically send a follow-up email to the customer a specific period of time after a request is created. This will improve customer satisfaction thereby encouraging repeat business.
  3. Service Appointment Reminder: A time-based rule can be set up to send a reminder to a field agent a day before their service appointment scheduled date. This can help ensure that the technician is prepared and available for the appointment.
  4. Service Appointment Confirmation: To improve customer experience, a time-based rule can be set up to send an appointment confirmation email or SMS to the customer a day before the scheduled service visit.
  5. Escalation Processes: With the help of time-based rules, you can initiate escalation processes when certain criteria are met, such as an extended delay in resolving a request. This can help ensure that critical issues are addressed promptly and efficiently.
- Permission Required: Manage Automation
- Find out the Edition-specific limits for Time-based Workflow Rules.

List of Modules Supported   

Time-based rules can be created for the following modules:
  1. Assets
  2. Attendance*
  3. Companies
  4. Contacts
  5. Estimates
  6. Requests
  7. Service Appointments
  8. Services and Parts
  9. Time Sheets*
  10. Trips*
  11. Work Orders
*Internal modules.

Components of a Time-Based Rule

‌Basic Information

Specify the following details:
  1. Module for which the rule has to be triggered
  2. Name of the rule
  3. Description of the rule

Rule Trigger

Specify when and for which field value the rule should be triggered for a record. You can create a rule trigger using the following trigger parameters:
 
Field: Select the field whose value you want to use to trigger the rule. All the Date and Date Time fields present in the selected module will be listed here.
 
Date of Execution: Select the date on which you want the rule to be triggered. You can choose one of the below two options:
  1. On the date in the "<field_name>" field
    If you choose this option, the rule will be triggered on the same date as the date in the Field parameter.

  2. X Days/Weeks/Months After/Before <field_name>
    If you choose this option, the rule will be triggered X Days/Weeks/Months After/Before the date in the Field parameter.
    The maximum value that can be used for Days is 31, Weeks is 5, and Months is 12.
Time of Execution: Select the time at which you want the rule to be triggered. You can choose one of the below options:
  1. At the time in the "<field_name>" field

    If you choose On the date in the "<field_name>" field for Date of Execution, the rule will be triggered at the time in the Field parameter.

    If you choose X Days/Weeks/Months After/Before <field_name> for Date of Execution, the rule will be triggered at a time that is X Days/Weeks/Months After/Before the time in the Field parameter.

    This option will only be available if you select a Date Time field in the Field parameter.

  2. X Minutes/Hours After/Before <field_name>

    If you choose this option, the rule will be triggered X Minutes/Hours After/Before the time in the Field parameter.

    This option will only be available if you select a Date Time field in the Field parameter and also if you select On the date in the "<field_name>" field for Date of Execution

    The maximum value that can be used for Hours is 12.

  3. Specific time
    If you choose this option, the rule will be triggered at the specific time mentioned. The Zoho FSM organization time zone will be considered. The Org time zone can be configured at Setup > General > Organization Details > Preferences.

Rule Criteria

Specify filter criteria so that the rule can be selectively applied to matching records.
  1. Matching field(s) - You can specify the matching field values for which the rule should be triggered.



    You can specify a maximum of five criteria.

  2. All records - The rule will be triggered for all the records in the module.

Actions

‌Associate actions like email notification, field update, webhook, and custom functions that need to be carried out for the rule. You can either associate an existing action to the rule or create a new action and associate it to the rule.

Creating a workflow rule 

A sample time-based rule has been used to explain the steps involved in creating one. This rule will automate the process of reaching out to the customer to discuss warranty extensions four days before the asset warranty expiration date.
  1. Go to Setup > Automation > Time Based Rules and click Create Time Based Rule.
  2. Enter the following details, then click Next:
    1. Module: Assets
    2. Rule Name: Warranty Tracking
    3. Description: Reach out to customer to discuss extending warranty options



  3. Select the following and click Next:
    Field: Warranty Expiration
    Date of Execution: 4 Days Before Warranty Expiration
    Time of Execution: 08:00



  4. Select the rule criteria as To all Assets and click Next.


  5. Click Email Notification.



  6. Select Existing email notification and click Next.



  7. Select an existing email notification and click Next.



    You can also create a new email notification and add it.



  8. Click Save.


Editing a time-based rule 

To edit a time-based rule:
  1. ‌In the Time Based Rules page, click on the rule you want to edit.
  2. Make the necessary changes and click Save.

Disabling a time-based rule 

If you disable a rule, it won't be executed. To disable a rule:
  1. ‌In the Time Based Rules page, toggle the Status switch to the left to disable the rule.

 
Points to remember
  1. If multiple time-based rules are created for a module, then these rules will be executed in the order in which they were created.
  2. The number of time-based rules you can create will depend on your Zoho FSM Edition.
  3. When you downgrade the edition of a Zoho FSM account from Professional to Standard or Free, all the time-based rules will be rendered inactive.
  4. Workflow rules will not be triggered for records whose Date or Date/Time fields have been added or modified through Data Import or Data Sync.
  5. Encrypted fields can not be used in the time-based rules.
  6. Every day, a maximum of 1000 records matching the time-based rules will be processed. This is besides the records whose Date or Date/Time fields have been added or modified that day and match the rule criteria.


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