Jadu CXM: Create Rules

Rules provide a flexible way of automating actions based on triggers within a case. Rules are most commonly used for:

• sending reminders
• auto-transitioning a case
• auto-closing a case

Creating a New Rule

1. Open your case type in CXM
2. Click the Rules tab
   
3. Click New Rule
4. Enter a meaningful Name to describe the action
   • Example: Approval Reminder - 7 days
5. When defines what will trigger the rule. 
   • The first field defines the trigger. Two common triggers are:
     • Time in status: triggers when a case within a selected status has been in that status for the defined amount of time.
       • If a case transitions out of a status and later returns to that status, the timer resets.
     • Transition Applied: triggers when the selected transition applies to the case
   • The remaining fields in the row dynamically update to reflect the selected trigger.
     • Example: When Time in status (Pending Approval) reaches 7 days
       
       
6. Then defines a list of actions to perform for each case where the When action has happened.
   • The first field defines the action. Two common actions are:
     • Send an email: Sends an email about the case using an Email Template.
       • Choose an email type case field
     • Apply Transition: Attempts to apply the selected transition to the case.
       • Note: The case must be in one of the transition's from statuses at the time the rule executes.
   • Actions execute in the order in which they are defined.
     • Example: Send an email using template Approval Reminder to the Approver Email field value
       
       
7. Click Save

Note: For more information about rule options, please gp to the vendor documentation about Rules