Business rules installed with Customer Service Management Customer Service Management adds the following business rules. Business rule Table Description Account query for customer Account [customer_account] Queries the account for the customer contact. Account relationship display rule Account Relationship [account_relationship] Displays the correct values in the bi-directional diagram on the Account Relationship form. Add customer role to contacts Contact [customer_contact] Adds the customer role (sn_customerservice.customer) to a customer contact after the contact has been assigned a user ID. Add snc external role to contacts Contact [customer_contact] Adds the snc_external user role to each contact. Add Primary Contact to Asset Contact Asset [alm_asset] When an asset is assigned a new primary contact, the primary contact is added to the asset contact. Approver query for customer Approval [sysapproval_approver] Queries the approver for a customer contact. Asset query for customer Asset [alm_asset] Queries the assets for a customer contact. Auto assessment business rule Case[sn_customerservice_case] Triggers a customer satisfaction survey when a case is set to Closed. Case query for customer Case [sn_customerservice_case] Queries the cases for a customer contact. Case display rule Case[sn_customerservice_case] A display business rule on the Case form which passes some values to the browser when a case is displayed. Change Awaiting to Open Case[sn_customerservice_case] Changes the case state from Awaiting Info to Open. Check duplicate Asset Contact [sn_customerservice_m2m_asset_contact] Checks for duplicate records before creating a new asset contact. Check duplicate for responsibility Contact Relationship [sn_customerservice_contact_relationship] Checks for duplicate responsibilities before creating a new contact relationship. Check duplicate for responsibility Asset Contact [sn_customerservice_m2m_asset_contact] Checks for duplicate responsibilities before creating a new asset contact. Check snc_external roles exist Contact [customer_contact] Checks if the com.glide.security_schema plugin is activated. Contact query for customer Contact [customer_contact] Queries the contacts for a customer. Contract query for customer Contract [ast_contract] Queries the contracts for a customer. Create bi-direction relationship Account Relationship [account_relationship] After an account relationship is created, this business rule creates the bi-directional account relationship record. Delete Account Contacts and Assets Account Relationship [account_relationship] When an account relationship is deleted, this business rule deletes the corresponding account and asset contacts. Delete relationship type label [account_relationship_type] Checks to see if any relationship records are using a relationship type before that relationship type is deleted. Delete responsibility definition Responsibility Definition [sn_customerservice_responsibility_def] Checks to see if any account team members are using a responsibility definition before that responsibility definition is deleted. Display request message Registration Request [sn_customerservice_registration] After registration request submittal, shows info message to user Display rule Registration Request [sn_customerservice_registration] Shows message to remind users to enter a correct registration code Entitlement query for customer Entitlement [service_entitlement] Queries the entitlements for a customer contact. Insert Case Work Notes Appointment [sn_customerservice_appointment] Updates the case work notes with the appointment details when an an appointment is created. Populate company for case Case[sn_customerservice_case] Populates the Company field on the Case form based on the name entered in the Contact field. Set First Response Time Case[sn_customerservice_case] When a case is created or updated, this rule sets the current time in the first_response_time field. Also used when a case is set to Resolved or Awaiting Info or when comments or close notes are added. Note: The first_response_time field is not used. Update account based on reg code Registration Request [sn_customerservice_registration] Validates the registration registration code and assigns the account associated with the registration code. Update account relationship labels Account Relationship Type[sn_customerservice_account_relationship_type] When the labels for an account relationship type are updated, this business rule updates all of the related account relationship records. Update case entitlement on Close Case[sn_customerservice_case] Updates the associated entitlement when the state of a case is set to Closed. Update Case Work notes Appointment [sn_customerservice_appointment] Adds work notes to the case when an appointment for the case is updated. Update Case Work Notes Knowledge[kb_knowledge] Adds work notes to the case when a knowledge article associated with the case gets updated. Update Parent Case for new task Task[sn_customerservice_task] Updates the case when a new case task is created. Update Parent case for state change Task[sn_customerservice_task] Updates the case when a new case task is changed. Update relationship label Account Relationship [account_relationship] Updates the relationship labels for bi-directional account relationships. Update User Task State Case[sn_customerservice_case] Calculates the work load for the agent based on the number of cases assigned to the agent. Also updates the last assigned time. This rule is used by the matching rule engine. Validate registration Registration Request [sn_customerservice_registration] Checks if the registration is valid based on the user’s email address. If the user exists in the system or a request has already been submitted and is in the pending state, the registration request is not allowed.