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Rules, Conditions and Actions

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What are Rules?: A combination of conditions and actions that will lead to a logic selection of data that will, in this case, be used for routing e-mails. Rules can be maintained in the rule modeler. If they have the status ‘released’ they are unchangeable at that time. For changing the rules you will have to create a new version (copy) of the existing version and release when finished.


What are conditions?: A certain set of prerequisites to be fulfilled before the system triggers a procedure, it is linked to. You can define conditions in SPRO>IMG>CRM>ERMS>Define Repository. Enter the following information a) Attributes: these are either such as system variables or facts, such as the content/subject of an e-mail, but also business partner attributes, such as postal code, country b) Operator: such as contains, equals, Is Greater Than… c) Value: a value for the attribute, e.g. Australia for attribute ‘country’ d) Case-sensitivity: you can indicate if the value is case-sensitive, in which case it will only validate records that have the same value IN the same case.


What are actions?: Actions are processes, triggered from the moment the condition evaluation finds a match. They trigger execution of the process, related to the condition. Actions can be defined in SPRO>IMG>CRM>ERMS>Define Repository. Enter the following information a) Action ID b) Action Service ID: determines the behavior of the action when executed (link service IDs to action IDs in SPRO>IMG>CRM>ERMS>Service Manager>Define Services c) Action Parameters: Values that can be used in the action, e.g. the mailform for sending an outgoing mail d) Conflict resolution type: determines how conflicts are resolved when the same action is invoked more than once at the same time. e) Time of execution: immediately or after policy evaluation.