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    Umer
    Business Rules Vs Workspace Rules
    Topic posted February 2, 2018 by Umer Silver Trophy: 7,500+ Points 
    229 Views, 6 Comments
    Title:
    Business Rules Vs Workspace Rules
    Content:

    As per, the details mentioned in my question here https://cloudcustomerconnect.oracle.com/posts/e5e6bcf61c. Currently, I am using business rules to assign Queues based on sub category. Will it be more feasible to use Workspace rules to do the assignment?

    Comment

     

    • Pavol Procka

      I would say to leave the Q assignment for Business Rules and the agent assignment based on the subcategories to the workspace rules.

      It would not be very practical to have business rules for each agent if for nothing else then for agent turnaround.

      "Please note, since business rules are checked after workspace rules, changes made to a record by workspace rules can be overridden by business rules if the rules have similar actions."

    • Umer

      Thank you Pavol.

      I would say to leave the Q assignment for Business Rules and the agent assignment based on the subcategories to the workspace rules.

      I think above statement will be a contradiction between business rules and workspace rules. Let suppose, as workspace rules are triggered first, I assign an agent Agen1. Now after, an agent is assigned then there is no need to assign a Queue. I don't see a point we still need a Queue assignment after an agent is assign. Please correct if I am wrong here.

       

    • Pavol Procka

      I expressed myself incorrectly. I indeed meant that if you are assigning only based on the subcategories, you should go with Workspace rules.

      Assignment through a Q would make sense if your were assigning only based on the Q + additional categories/values.

    • Mig Ponce

      Hi Umer,

      It depends on when you need the change to be made, i.e., when you need the rule to fire.

      If you need it to fire when the agent makes an update (such as to a field), then use a WS rule. If you need it to fire when the incident is saved, then use a Business Rule.

      Granted, the type of change you are making could be a situation where you could make a case for either. Or you may need both-- a business rule to set it; then either a WS rule or another business rule to cover what happens when someone changes it. But all in all, when evaluating which type of rule to use, that's always the question I ask myself: when do I need the rule to fire?

      One more thing that may be a factor for you: business rules get captured in the rule log; workspace rules don't. So business rules are a lot easier to troubleshoot if they aren't working properly. 

    • Ammar Aldaffaie

      It really depends but if I understand this correctly then I suggest you go with business rules.

    • Justin

      business rules ALWAYS when possible because workspace rules slow down the UI for agents as it goes through the rules as they are using it after field change or update or whatever triggers you have.