Page Description

Use the Edit Client Services Rule page to define the specific settings for conditions and actions associated with client services rules.

For each of the conditions, you may select how Copia applies the condition (e.g., selected locations, all locations except, all conditions must be met, at least one condition must be met, etc.).

For more help, click one of the following links:

• Accessing this Page
• Adding or Editing Client Services Rule Conditions
• Setting Client Services Rule Actions

Accessing this Page

• Click the Add or Edit button for the desired condition or action on the Client Services Rule administration page.

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Adding or Editing Client Services Rule Conditions

Below is a description of each available condition and the steps to follow to add or edit the condition's settings.

• Assignee: The current assignee on an item in the list of selected users.
1. Select either the Selected Assignees, All Assignees Except..., or the No Assignee Selected option to establish whether the condition will apply to the current assignee you add, or if it will apply to all of the assignees in the system except for those you add, or no assignee.
2. Enter one or more characters in the Assignees search field, and then click the magnifying glass icon to display results. Click the name of the assignee that you wish to select.
3. Repeat these steps to add all of the desired assignees to the condition.
4. Copia lists the current assignees you add in the Assignees condition section. Click the checkbox next to the name of the assignee if you wish to remove it from the list.
5. Once you have completed your changes, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Client: The current client on an item.
  1. Select either the Selected Clients or the All Clients Except... option to establish whether the condition will apply to the current client you add, or if it will apply to all of the clients in the system except for those you add.
  2. Enter one or more characters in the Clients search field, and then click the magnifying glass icon to display results. Click the name of the client that you wish to select.
  3. Repeat these steps to add all of the desired clients to the condition.
  4. Copia lists the current clients you add in the Clients condition section. Click the checkbox next to the name of the client if you wish to remove it from the list.
  5. Once you have completed your changes, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Client Address State: The location and address of the client.
1. Select an option from the Client Address State drop-down list to specify that the Client Address State "Contains," "Does not contain," "Is equal to," "Is not equal to," "Is empty," "Is not empty," "Contains item in list," or "Does not contain item in list." Enter text into the blank field in order to specify what the Client Address State is in comparison to what was selected in the drop-down list.
2. Once you have completed your selections, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Client Region: The region in which the client is located.
1. Select either the Selected Clients or All Clients Except... option to establish whether the condition will apply to selected client regions that are chosen specifically, or if it will apply to all client regions in the system except for those you add.
2. Click inside the Client Region field to search for a client region, or click the magnifying glass icon to search manually. This is a search-as-you-type field and the table will automatically update when text is entered. Click the name of the client region in the Name column of the table, or check the Select checkbox to select the client region. Once selected, the client region will appear in the table, displaying the name and active status of the region.
3. Once you have completed your selections, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Days of the Week: The day(s) of the week that the rule should apply.
1. Select the Selected Days option to establish the days of the week and specific times for the order.
2. Select an option from the drop-down list underneath Selected Days to set the time zone for the order, e.g., (GMT-05:00) Eastern Standard Time.
3. Select the Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, and/or Saturday checkboxes as appropriate to set the days when this rule should apply.
4. After you select one or more of the days of the week, select the time range during which the rule should apply for each selected day:
   • All Day: Select this option to apply the rules for the entire day.
   • Time Frame: Select this option and enter a time range to limit the rule to apply only during the selected hours.
5. Once you have completed your selections, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Department: The current department on an item.
1. Select either the Selected Departments, All Departments Except..., or the No Department Selected option to establish whether the condition will apply to the current department you add, or if it will apply to all of the departments in the system except for those you add, or no department.
2. Enter one or more characters in the Departments search field, and then click the magnifying glass icon to display results. Click the name of the department that you wish to select.
3. Repeat these steps to add all of the desired departments to the condition.
4. Copia lists the current departments you add in the Departments condition section. Click the checkbox next to the name of the department if you wish to remove it from the list.
5. Once you have completed your changes, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Item State: The current state on an item when it is saved.
1. Select one or more of the options in the Client Services Rule Condition to have this rule fire when:
   • Creating a new Item: Rules will only fire when an item is being saved for the first time. At least one of the two child settings must be selected.
     • Internally entered: Items that are entered from within the Client Services Module.
     • Externally entered: Items that are entered externally via the "Create/Request Items" custom navigation menu option.
   • Editing an existing Item: Rules will only fire when editing an Item that has already been saved to the database.
   • Closing an Item: Rules will fire when the current Item's status changes from an opened status to a closed status. Note that "no status defined" counts as an open status.
     • Item linked to an order with held results: Select this to trigger when an item with linked orders that have held results is being closed. When this setting is enabled, the rule will trigger when closing an item if the item has a link to an order that has held results.
   • Re-opening an Item: Rules will fire when the current Item's status changes from a closed status to an open status. Note that "no status defined" counts as an open status.
• Linked Route Task: The route task (Pickup, STAT Pickup, or Supply Shipment) that was created from the Create New button row on the Edit Item pop-up is completed. A rule configured to use this condition will only be able to be triggered when a task is saved with the Complete setting checked. Pickups, STAT pickups, and supply shipments created from the Client Services Request pop-up or the Routes tab will not trigger this rule condition because they are not linked to a Client Services Item.
1. Select either the Selected Route Tasks or All Route Tasks Except... option to establish whether the condition will apply to the current route tasks, or if it will apply to all route tasks in the system except for those added.
2. Select either Linked Pickup is Completed, Linked STAT Pickup is Completed, and/or Linked Shipment is Completed options to specify that a linked pickup, a linked STAT pickup, or a linked shipment is completed.
3. Once you have completed your changes, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• New Link: When a link is added via the Create New button row, the condition will be triggered if the link type is configured on the rule. When this condition is included in a client services rule, the configured rule will only be able to fire when one of the buttons in this button row is used to create a link. The rule will not be triggered by creating a new item from the Items or Clients tab, or when a Client Services Item is configured as the recipient for a notification. The rule will also not be triggered if it is configured for shipments or pickups and a new task is created from the Routes tab.
1. Select either the Selected Link Types or All Link Types Except... option to establish whether the condition will apply to the current link type, or if it will apply to all link types in the system.
2. Select the Item, Linked Document, Location, Order, Patient, Pickup, Provider, Shipment, and/or STAT Pickup checkboxes to specify the link type(s) for client services.
3. Once you have completed your changes, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Priority: The current priority on an item.
1. Select either the Selected Priorities, All Priorities Except..., or the No Priority Selected option to establish whether the condition will apply to the current priority you add, or if it will apply to all of the priorities in the system except for those you add, or no priority.
2. Enter one or more characters in the Priorities search field, and then click the magnifying glass icon to display results. Click the name of the priority that you wish to select (Low, Normal, High, etc.).
3. Repeat these steps to add all of the desired priorities to the condition.
4. Copia lists the current priorities you add in the Priorities condition section. Click the checkbox next to the name of the priority if you wish to remove it from the list.
5. Once you have completed your changes, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Reason: The current reason(s) on an item.
1. Select either the Selected Reasons, All Reasons Except..., or the No Reason Selected option to establish whether the condition will apply to the current reason you add, or if it will apply to all of the reasons in the system except for those you add, or no reason.
2. Enter one or more characters in the Reasons search field, and then click the magnifying glass icon to display results. Click the name of the reason that you wish to select.
3. Repeat these steps to add all of the desired reasons to the condition.
4. Copia lists the current reasons you add in the Reasons condition section. Click the checkbox next to the name of the reason if you wish to remove it from the list.
5. Once you have completed your changes, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Resolution: The resolution that is added to the condition.
1. Select a resolution type from the Resolution text drop-down list to be added to the rule. Select either "Contains," "Does not contain," "Is equal to," "Is not equal to," "Is empty," "Is not empty," "Contains item in list," "Does not contain item in list" from the drop-down list. Enter text into the blank field to the right of the Resolution text drop-down to expand upon the details of the resolution.
2. Once you have completed your changes, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Sales Person: The name of the sales person.
1. Select either the Selected Sales People, All Sales People Except..., or the No Sales Person Selected option to establish whether the condition will apply to the current sales person, or if it will apply to all sales people in the system except for those you add, or no sales person.
2. Enter one or more characters in the Sales Person search field, or click the magnifying glass icon to manually search. The table will automatically update as text is entered. Click the name of the sales person that you wish to select.
3. Repeat these steps to add all of the desired sales people to the condition.
4. Copia lists the current sales people added in the Sales Person condition section. Click the checkbox next to the name of the sales person if you wish to remove them from the list.
5. Once you have completed your changes, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Status: The current status on an item.
1. Select either the Selected Statuses, All Statuses Except..., or the No Status Selected option to establish whether the condition will apply to the current status you add, or if it will apply to all of the statuses in the system except for those you add, or no status.
2. Enter one or more characters in the Statuses search field, and then click the magnifying glass icon to display results. Click the name of the status that you wish to select.
3. Repeat these steps to add all of the desired statuses to the condition.
4. Copia lists the current statuses you add in the Statuses condition section. Click the checkbox next to the name of the status if you wish to remove it from the list.
5. Once you have completed your changes, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Values Changed: The value for the selected fields has changed since the last time the item was saved to the database. This can be done as an OR (any one of the values needs to change) or as an AND (all of the values need to change).
1. Select one of the options in the Client Services Rule Condition to have this rule fire when:
   • All of the selected values must change (this rule will fire when all of the selected values change): Select this option to determine specific values that must change with the condition.
     • Assignee
     • Client
     • Department
     • Priority
     • Reason
     • Status
   • At least one of the selected values must change (this rule will fire when any of the selected values change): Select this option to determine that at least one specific value must change with the condition.
     • Assignee
     • Client
     • Department
     • Priority
     • Reason
     • Status
   • Do not limit by this condition: Select this option to not limit by using this condition.

If your modifications are complete, click Save to record all changes. Otherwise, complete the remaining sections, and then click the Save button.

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Setting Client Services Rule Actions

Below is a description of each available action and the steps to follow to add or edit the action's settings.

• Add Item Note: Appends a note to the item with the text defined.
1. Enter text into the Item note to add field on the Client Services Rule Action section.
2. Click the Quick Comments button to add a quick comment into the Item note to add field. When this button is clicked, the Quick Comments pop-up is displayed. Here you are able to select a quick comment to be added to the item note. Select the quick comment(s) you need by clicking the checkbox to the left of the comment.
3. Select either Prepend, Postpend, or Replace from the drop-down list. Prepend enters the comment at the end of the already existing comments, Postpend enters the comment at the beginning of the already existing comments, and Replace replaces the already existing comment with the new comment. Click the Separate Comments with drop-down list to select Comma, Semi-colon, Colon, Space, or Vertical Bar to separate the comments being added to the note.
4. Click the Save button to add the quick comment(s) to the field, or click the Close Window button to close the pop-up without saving.
5. Once you have completed your actions, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Create Rule Note: Appends a note to the item that lists all of the other actions that fired for the rule. It will include the name of the rule.
1. Select the Create an Item note to record Client Services rule actions option to create an item note that records the rule actions.
2. Once you have completed your actions, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Link Document: Attaches the given linked document to the item as a Manual Link.
1. Enter the name of the linked document in the Name field. This field is required.
2. Install Java (this should automatically happen with IE), if it is not already installed. Java must be installed to upload files to this page. Once Java is installed, you will be able to view the Document upload section.
3. Select either the File upload or the USB PC Camera radio button in the Upload area of the Client Services Rule Action section to upload an image to the page.
4. Click the Acquire button to upload a document from your machine or device. Select the File upload radio button and then click the Acquire button. This allows you to choose the document that will be uploaded. Select the USB PC Camera radio button and then click the Acquire button. This allows you to upload a document from a device. The Idle bar will read "Acquiring..." as it searches for the document to upload.
5. Once the document is successfully uploaded to the page, it will appear below the Upload area. You may click on the document to display the View Linked Document pop-up where the document will display bigger. You will be able to print the document from this pop-up. Click the X button above the document to remove the document from the page.
6. Enter text into the Notes field to add a note to the document such as a brief description or comment. This is not required.
7. Once you have completed your actions, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• New Assignee: The new assignee on an item in the list of selected users.
1. Click the New Assignee field to search for a new assignee, or click the magnifying glass icon when text has been entered.
2. Select the name of the new assignee that you wish to add. The name will be added to the field. Click the X icon to remove the name from the field.
3. Once you have completed your actions, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• New Client: The new client on an item.
1. Click the New Client field to search for a new client, or click the magnifying glass icon when text has been entered.
2. Select the name of the new client that you wish to add. The name will be added to the field. Click the X icon to remove the name from the field.
3. Once you have completed your actions, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• New Department: The new department on an item.
1. Click the New Department field to search for a new department, or click the magnifying glass icon when text has been entered.
2. Select the name of the new department that you wish to add. The name will be added to the field. Click the X icon to remove the name from the field.
3. Once you have completed your actions, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• New Priority: The new priority on an item.
1. Click the New Priority field to search for a new priority, or click the magnifying glass icon when text has been entered.
2. Select the name of the new priority that you wish to add. The name will be added to the field. Click the X icon to remove the name from the field.
3. Once you have completed your actions, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• New Reason: The new reason on an item.
1. Click the New Reason field to search for a new reason, or click the magnifying glass icon when text has been entered.
2. Select the name of the new reason that you wish to add. The name will be added to the field. Click the X icon to remove the name from the field.
3. Once you have completed your actions, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• New Shipment: An action that when an associated shipment fires, a copy of its shipment will be created, linked to the item, and added to the Unassigned Tasks list on the Routes tab on the Client Services administration page. Shipments configured as part of a rule definition will not be included in supply usage counts and will not display on the Unassigned Tasks list.
1. Select the Automatically complete this shipment checkbox to have Client Services automatically complete the shipment.
2. Click in or enter text in to the To Client search-as-you-type field to specify the client in which the shipment is being sent to. This is a required field.
3. Click in or enter text in to the From Warehouse search-as-you-type field to specify what warehouse the shipment is being sent from. This is a required field.
4. Click in or enter text in to the Supplies search-as-you-type field to add supplies. Once a supply is selected, the Select Lot pop-up is displayed. Enter a lot ID in the Lot ID search-as-you-type field. Select the lot to return to the page, or click Cancel to close the pop-up without adding a lot. When a lot is selected, the lot appears in the table.
   • Supply: Displays the supply number.
   • Lot: Displays the lot number.
   • Edit: Click Edit to edit the lot.
   • Count: Enter a value in the field to specify the number of supplies.
   • Add Lot: Click Add Lot to add another lot.
   • Delete: Click Delete to remove the supply from the table.
5. Once you have completed your actions, click Save to return to the Client Services Rules administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rules administration page in order to finalize the changes you make on this page.
• New Status: The new status on an item.
1. Click the New Status field to search for a new status, or click the magnifying glass icon when text has been entered.
2. Select the name of the new status that you wish to add. The name will be added to the field. Click the X icon to remove the name from the field.
3. Once you have completed your actions, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.
• Send Notifications: Delivers an event notification when the rule fires. Only one notification can be defined.
  1. Click the Active checkbox to note that the send notification is active.
  2. Enter an Event Type in the field (this defaults to "Client Services Rule Notification").
  3. Enter a Description in the field, such as "An Item triggered the Client Services Rule Event Notification," to give a brief description of the send notification.
  4. Click inside the Form Letter search field to select a form letter. When configured, if an Item that has a linked order triggers the rule, the "Form Letter" template selected for the rule will be included as an attachment in emails and faxes. If there is no order associated with the Item, the notification will still be delivered, but no form letter will be included.
  5. The Threshhold section in the Client Services Rule Level Notifications section will read "Each Occurrence." This section is required.
  6. Click the X button to delete the notification from the page. The page will then read "No client services rule notifications defined." Click the Add Notification button to add a rule notification.
  7. Click the Add Recipient button to add a rule notification recipient to the page. The Add Event Recipient pop-up will appear asking what type of recipient you would like to create.
     • External Recipient: A custom recipient that does not reflect a record in Copia's database.
     • Copia User: Click this button to add the Copia User who should be alerted to the event using the User Search page. See the User Search topic. Once you select the Copia User, you may enter the appropriate information for the recipient (see "Adding Notification Recipients" below).
     • Location: A location record.
     • Current Client: The current client on the Item that the rule is being fired upon. Note that this is evaluated after the "New Client" action, and therefore the "Current Client" is the new client.
     • Current Assignee: The current Assignee on the Item that the rule is being fired upon. Note that this is evaluated after the "New Assignee" action, and therefore the "Current Assignee" is the new assignee.
     • Event Log: Click this button to add the event to the event log. See the Admin: Event Log topic.
     • Sales Person: Click this button to add the sales person who should be alerted to the event.
     • Region Manager: Click this button to add the regional manager who should be alerted to the event.
     • CS-Item Creator: Click this button to deliver to the user that created the item. The specific text for the item is determined by the Client Services administration page setting labeled Label for Items (Singular) on the Setup tab in the Settings section. See the Admin: Client Services topic.
  8. Once you have completed your actions, click the Save button to return to the Client Services Rule administration page to continue creating or editing client services rules. Remember that you must click Save on the Client Services Rule administration page in order to finalize the changes you make on this page.

If your modifications are complete, click Save to record all changes. Otherwise, complete the remaining sections, and then click the Save button.

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