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Freshservice for MSP TABLE OF CONTENTS
- Overview
- Prerequisites
- Create business rules
- Manage business rules
- Benefits of business rules for tasks
- Practical example scenarios
Overview
The Business Rules for Tasks feature optimises and improves task workflows, operational efficiency, and data consistency. With manual task management, agents can often bypass essential fields or misuse dropdown options, leading to fragmented data and a cluttered user experience. This feature empowers admins to enforce data integrity by making task fields mandatory, hidden, or disabled based on specific conditions.
Beyond field-level control, the feature introduces advanced workflow governance by allowing admins to restrict task-related actions based on the status of parent records (Tickets, Changes, or Problems).
Note:
The Business Rules for Task Management feature is available on the Growth, Pro, and Enterprise plans, and it can be configured only at the global level.
For more information on business rules, see Create No-Code Dynamic Forms with Business Rules, Business Rules - Use Cases, and Business Rules - Troubleshooting Guide.
Prerequisites
Ensure you have administrator privileges to set up business rules.
Create business rules
To create business rules for tasks:
Log in to the Freshservice application.
Go to Admin > Global Settings > Automation and Productivity > Policies and Rules > Business Rules for Forms.
Click Create New Rule, and select Task.
In the Select task type dialog, select a relevant option from the Apply this rule to dropdown (for example, Ticket tasks).
Click Proceed.
On the New Business Rule for <Ticket/Problem/Change Tasks> page, enter a name and description for the business rule in the respective fields.
Select a relevant option from the Execute On dropdown (New Form, Edit Form, or New Form and Edit Form).
Enable or disable the Auto Reverse if False and Enforce System-Wide options, as required.
Note: For more information on auto reverse and system-wide rule enforcement, see Create No-Code Dynamic Forms with Business Rules and Business Rules - Troubleshooting Guide.
In the Conditions section, select a relevant option (Match All or Match Any). Then, click Add new condition to add a condition.
Note: You can add multiple conditions.
In the Actions section, select a relevant option (Perform an Action or Validate Form on Submission). Then, click Add new action to add an action.
Note:
You can add multiple actions.
If you’ve selected the ‘Validate Form on Submission’ option, you can configure and test an error message for validation.
Click Save or Save and Activate.
The new business rule for ticket/problem/change tasks is created.
Sample use case 1: Disabling task assignment in new and existing ticket task forms when the status is open
The following use case details setting up a business rule for ticket tasks, wherein the ‘Assign To’ field should be disabled in new and existing ticket forms when the task form ‘Status’ in tickets is ‘Open.’
Log in to the Freshservice application.
Go to Admin > Global Settings > Automation and Productivity > Policies and Rules > Business Rules for Forms.
Click Create New Rule and select Task.
In the Select task type dialog, select Ticket tasks from the Apply this rule to dropdown. Then, click Proceed.
Enter a name and description for the business rule in the respective fields.
Select New Form and Edit Form from the Execute On dropdown.
In the Conditions section, select a relevant option (Match All or Match Any). Then, add a condition to set the task forms ‘Status’ as ‘Open’.
In the Actions section, select Perform an Action. Then, add an action to disable the ‘Assign To’ field.
Click Save and Activate.
The new business rule for ticket tasks is created and activated.
Now, go to Tickets > List.
Click any ticket with ‘Open’ status to view the ticket details page.
Then, go to the Tasks tab and click any task.
In the task slider that opens on the right pane, click the ellipses icon and select Edit.
The ‘Assign To’ field will be disabled based on the set business rule.
Sample use case 2: Hiding Tasks tab in new and existing open tickets
The following use case details setting up a business rule for tickets, wherein the ‘Tasks’ tab should be hidden in new and existing ticket forms with ‘Open’ status for both agents and requesters.
Log in to the Freshservice application.
Go to Admin > Global Settings > Automation and Productivity > Policies and Rules > Business Rules for Forms.
Click Create New Rule and select Ticket.
Enter a name and description for the business rule in the respective fields.
Select Agents and Requesters from the Applies to dropdown.
Select New Form and Edit Form from the Execute On dropdown.
In the Conditions section, select a relevant option (Match All or Match Any). Then, add a condition to set the ticket forms ‘Status’ as ‘Open’.
In the Actions section, select Perform an Action. Then, add an action to hide ‘Tasks’.
Click Save and Activate.
The new business rule for tickets is created and activated.
Now, go to Tickets > List.
Click any ticket with ‘Open’ status to view the ticket details page.
The ‘Tasks’ tab will be hidden based on the set business rule.
Manage business rules
To manage business rules for tasks:
Log in to the Freshservice application.
Go to Admin > Global Settings > Automation and Productivity > Policies and Rules > Business Rules for Forms.
Click Tasks on the left pane.
(To edit a business rule) Click any business rule name in a specific tab (Ticket tasks, Change tasks, or Problem tasks).
Make the necessary changes, and click Save or Save and Activate.
(To enable or disable a rule) Use the toggle button.
(To clone or delete a rule) Click the ellipses icon next to a rule.
Then, select the required action.
Note: You can also edit a business rule using the Edit option.
(To change the order in which rules must execute) Click Reorder.
Drag and drop the rules based on the required order of execution.
Then, click Save.
Note: You must have more than one rule created for the Reorder option to be available.
Benefits of business rules for tasks
Some of the benefits of business rules for tasks are as follows:
Control across workflows: Ability to hide or disable the Task tab or call-to-actions (CTAs) in workflows where tasks are not relevant. More control on updating tasks when specific restrictions are set (such as, when a ticket is closed or on hold).
Operational efficiency: Reduction in manual monitoring and improper task usage corrections for admins. Lesser training needs and errors across agent teams.
Proper agent experience: Task forms remain uncluttered without any unnecessary fields or options. Timely resolution with relevant and focused inputs.
Consistent task data: Critical fields that cannot be mandated (such as, Due Date or Assigned To) are updated consistently. Dropdown fields are not misused with irrelevant options.
Practical example scenarios
Following are some practical example scenarios of business rules for tasks CTAs: