About Business Rules

Business Rules are a feature that facilitates automated changes to issues according to a set of criteria defined by an administrator. 

In order to set up Business Rules, you must have the “Sys Admin” parameter or “Can access and maintain Administration functions” permission.

There are three issue automation features available through the Settings Lightbox > Business Rules:

Auto Assignments

Auto assignment rules will automatically assign issues immediately upon submission to certain users or groups.

Escalation Rules

Escalation rules provide the ability to update issues in a variety of ways after certain defined criteria are met.

Substatus Rules

Substatus Rules (if Substatuses are activated) will automatically change the Substatus field or pause the System Clock for an issue based on defined criteria.