Page Description

Use the Client Services Rules page to define rules for client services. The Client Services Rules page will only be available if the Client Services Module is enabled, and if the user has access to the necessary right.

For more help, click one of the following links:

• Accessing this Page
• Viewing the Rule List
• Searching for a Client Services Rule
• Adding or Editing Client Services Rule Details
• Setting Client Services Rule Conditions
• Setting Client Services Rule Actions

Accessing this Page

• Click the Administration menu button, click the Rules button, and then click the Client Services Rules submenu link. You must have the necessary security permissions to access the Administration menu button and to create or edit client services rules.

When you click the Administration menu button, Copia opens the main Administration menu, which contains administrative menu buttons, including the Rules menu. To return to the main menu for Copia, click the Lab Tasks menu button.

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Viewing the Rule List

There is a right labeled "View/Edit Client Services Rules" that must be turned on before you can view the page. If not, you should see the message that you do not have the right to view the page. The change log will record changes to client services rules, but the change log records will not be created until the setting is turned on in the change log settings from the System Default edit page.

1. The Client Services Rule List section contains a list of up to ten client services rules created to execute designated actions if the defined conditions are met when the client services module is enabled. If the list is longer than one page, use the Page links, located below the list of rules, to navigate through the list.
2. To modify the number of rules on the page, adjust the value of the Show __ entries field. Copia defaults to ten per page, and displays the total number of items based on your search.
3. To view active client services rules only, select the Show active only checkbox at the top of the Client Services Rules page. You set the inactive/active status in the Client Services Rule Details section of the Client Services Rules details page. See "Adding or Editing Client Services Rule Details" below.
4. To narrow the list of displayed rules, or to find a specific rule, enter one or more characters in the Name field. Clear this field to return to the full list of rules. See "Searching for a Client Services Rule" below.
5. If you cannot find the desired client services rule, click the Add or Copy buttons to add a client services rule using the Client Services Rules details page. See "Adding or Editing Client Services Rule Details" below.
   • Click the Add button to create a new, blank rule.
   • Click one of the Copy buttons to create a new rule based on the rule that corresponds to the button you clicked.
6. Click the name of a client services rule on the Client Services Rules list page to view or edit rule information on the Client Services Rules details page. See "Adding or Editing Client Services Rule Details" below.

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Searching for a Client Services Rule

1. Enter one or more characters in the Name field to begin your search. If you want to view active rules only, select the Show active only checkbox.
2. If your search generates one or more matches, the matching rules are displayed with rule name, description, continue processing status, and active status when the page refreshes. Select the desired rule to view the details. See "Adding or Editing Client Services Rule Details" below.
3. If no search results are found or if the desired rule is not found, search again, or you may click the Add or Copy buttons to add a new client services rule. See "Adding or Editing Client Services Rule Details" below.
4. Clear the Name field to view the full list of rules. See "Viewing the Rule List" above.

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Adding or Editing Client Services Rule Details

1. Use the Client Services Rule Details section of the Client Services Rules details page to add or edit client services rule information.
2. Enter or edit the name for the client services rule in the Name field. This field is required.
3. Select the Active checkbox to allow administrative users to include the rule on the Client Services Rules list page when you select the Show active only checkbox. If the client services rule is inactive, Copia will clear it from the Client Services Rules list page when you select the checkbox. See "Viewing the Rule List" above.
4. Enter in the Description field a brief summary of the rule. Copia displays this information on the Client Services Rule list page to help you distinguish the rules.
5. When these client services rules are enabled, Copia will execute the designated actions if the defined conditions are met when it processes the rule according to your settings above. See "Setting Client Services Rule Conditions" and "Setting Client Services Rule Actions" below.
6. Enter a value into the Sort Order field to determine the order in which Client Services Rules are run. The default value is 100. Client Services Rules with a lower sort order are run before those with a higher sort order. If the sort order is the same, they are sorted in alphabetical order by the rule name. The table on the Client Services Rules administration page has a new Sort Order column. This column contains text input elements with the sort order value of the rule associated with the row. The table now has Save Sort Orders and Discard Changes buttons. Users can change the values in the Sort Order column. The text inputs in the Sort Order column will have a red border to indicate that their value has been changed. The changed sort order values can be saved by clicking the Save Sort Orders button, after which the sort order text inputs will no longer have red borders. The changed sort order values can be discarded by clicking the Discard Changes button, which will reload the saved sort order values and remove the red borders from the text inputs. Note that the Save Sort Order and Discard Changes buttons will no longer be added to the search results table if the "Sort Order" column is not included in the "Active" column view.
7. Click < Back to List to return to the Client Services Rules list page without saving any changes.
8. 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 Conditions

1. Copia lists the possible client services rule conditions in the Conditions for this Client Service Rule section:
   • Assignee: The current assignee on an item in the list of selected users.
   • Client: The current client on an item.
   • Client Address State: The location and address of the client.
   • Client Region: The region in which the client is located.
   • Days of the Week: The days of the week that the rule should apply.
   • Department: The current department on an item.
   • Item State: The current state on an item when it is saved.
   • 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.
   • 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.
   • Priority: The current priority on an item.
   • Reason: The current reason(s) on an item.
   • Resolution: The resolution that is added to the condition.
   • Sales Person: The name of the sales person.
   • Status: The current status on an item.
   • 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).

   If you are not currently using a condition, Copia disables the condition until you click the Add button (see below).

2. Click the Add button for the desired condition to establish or modify the condition settings on the Edit Client Services Rule administration page. The condition associated with the button you click determines the available configuration options. See the Admin: Edit Client Services Rule topic.

   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.).

3. Click the Remove button for a condition to immediately disable that condition.
4. 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

1. Copia lists the possible client services rule actions in the Actions for this Client Service Rule section.
   • Add Item Note: Appends a note to the item with the text defined.
   • 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.
   • Link Document: Attaches the given linked document to the item as a Manual Link.
   • New Assignee: The new assignee on an item in the list of selected users.
   • New Client: The new client on an item.
   • New Department: The new department on an item.
   • New Priority: The new priority on an item.
   • New Reason: The new reason(s) on an item.
   • 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.
   • New Status: The new status on an item.
   • Send Notifications: Delivers an event notification when the rule fires. Only one notification can be defined.

   If you are not currently using an action, Copia disables the action until you click the Add button (see below).

2. Click the Add button for the desired action to establish or modify the action settings on the Edit Client Services Rule administration page. The action associated with the button you click determines the available configuration options. See the Admin: Edit Client Services Rule topic.
3. Click the Remove button for an action to immediately disable that action.
4. 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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