Example: Assigning the service group to the service request
You create a script to implement the business rule. You
create an action launch point and associate the launch point with
a script that identifies and correctly assigns the service group to
the service request.
Example: Creating the escalation
You create an escalation that checks all new service requests
for a classification of 'PIPE_LEAK'. When the escalation finds a service
request with this classification, it calls an action. The result of
the action is that a business rule is implemented. The service request
is assigned to the correct service group and if required, a work log
is created.
Example: Testing the configuration
You test the solution to ensure that all new service requests
that meet the criteria are assigned to the correct service group.
You can therefore test that the business rule is being correctly implemented.