You know when you want to alert a colleague or run another automatic action. With Generate Rules, you describe those conditions in plain language. AnswerPal turns your description into rules for the selected action. You do not need to know technical field names or comparison operators.

Describe what you want to happen

Suppose your service desk only wants to alert the person in charge about urgent service requests. Open the notification action and enter this under Describe rule, for example:

Send this notification only if the Urgency field is set to Urgent.

Click Generate Rules. AnswerPal translates your description into the corresponding conditions. Check that the proposal matches your intention and save the action. AnswerPal then applies the conditions automatically whenever that action is evaluated.

This lets you specify in everyday language when a configured action may proceed. You choose the action itself, such as sending a notification, and describe the situations it should apply to.

Take a follow-up date into account

You can also describe how a date should affect the decision. For example:

Or: ‘Only if the message was created more than seven days ago’. AnswerPal can compare these conditions against the time at which the action is evaluated. You do not need to keep updating the date manually. The condition is checked when the action is evaluated; scheduling a reminder is a separate setting.

If you describe a comparison with ‘today’, the date rule uses the UTC calendar day.

From your description to a working rule

1. Open the action you want to configure and select Show Conditional Rules.
2. Under Describe rule, describe the situation in which the action may run.
3. Click Generate Rules to have the conditions generated automatically.
4. Check the proposal and save the action. Try it with a ticket that meets the conditions and one that does not.

Use information you actually keep in AnswerPal, such as the follow-up date, escalation status or a custom Urgency field. The recorded values form the basis of the assessment.

Review or refine the details when you want to

If you want to inspect a generated condition or adjust it yourself, open Show Manual Condition Builder. With Choose field, you can select from the available message data, ticket data and custom fields. You do not need to learn their technical names to use Generate Rules.

An unknown field, an invalid comparison or an invalid date value is flagged when saving, so you can correct the condition.