XTRAC Rules

Rules govern how XTRAC operates. Most XTRAC rules consist of the following components:

• Trigger events: Cause XTRAC to evaluate a rule. See Trigger Events.
• Rule conditions: Contain one or more expressions that XTRAC evaluated as true before the rule is executed. Conditions consist of one of more fields with associated criteria and values. See Rule Conditions.
• Rule actions: You determine what happens when XTRAC evaluates the rule conditions as being true. These actions are specific to each rule type and are described in the sections for each rule.

XTRAC supports the following types of rules:

Trigger Events

A trigger event causes XTRAC to evaluate a rule. The following table provides a list of the events that are available in XTRAC, the rule types that you can select from the event, and when the rule evaluation occurs based on the selected event:

Rule Conditions

A condition contains one or more expressions that XTRAC must evaluate as true before it executes a defined action or set of actions. XTRAC evaluates the condition only when the accompanying trigger event occurs.

Rule conditions consist of one or more fields with associated criteria and value. For example, you define a condition where Queue = NEWQ. This condition contains a single expression where the Queue field must equal (criteria) NEWQ (value).

For multi-select fields, you can specify multiple conditions using the =, IN, NOT IN, Contains, and Does Not Contain options. See Multi-Select Custom Fields.

You can combine any number of expressions to build a condition. XTRAC links the expressions with Ands. For example, a rule definition window lists the following expressions:

And
  Status = Broker
  RREQ = TRUE
  Cause = DBISUG

XTRAC interprets these expressions as one condition. All three expressions must be true before the rule is invoked.

You also can combine expressions linked by an OR condition. For example:

And
  Status = Broker
  RREQ = TRUE
  Cause = DBISUG
Or
  Subcause=DEXTERNAL
   Subcause=DORIG

XTRAC invokes the rule only if all of the expressions in the condition are true. For example, if Status=Broker, RREQ=TRUE, Cause=DBISUG, and Subcause=DEXTERNAL or DORIG, XTRAC invokes the rule.

For details on how to build a rule condition, see Building a Rule Condition.

The following table lists each criteria that is supported by XTRAC, the data types that the criteria can be used with, and the rules that are associated with each type of criteria:

Examples of Multi-Select Conditions

The following examples show how the =, !=, IN, NOT IN, Contains, and Does Not Contain options work with a multi-select field and the rule list group:

Condition NO VALUE

XTRAC supports values that are specific to the selected field. For example, if you choose the Queue field, the Value field lists all of the available queues. XTRAC also lets you specify that a field has no value.

The following rules apply for conditions that have no values:

• XTRAC lets you use [NO VALUE] for those fields that do not require a value. For example, you cannot use the [NO VALUE] condition for the Status field because it always requires a value. However, you could use [NO VALUE] for the Subtype field.

• If the value for the selected field creates a drop-down list box, XTRAC adds [NO VALUE] to the list. For example, FIELD = [NO VALUE]).

• If XTRAC lets you enter a value in the Value field, you can leave the text box empty. For example, FIELD = ).

• With a field that has no value, you can use only the = and != criteria. If you try to use another criteria without specifying a value, XTRAC displays an error message.

Centralized Rules

XTRAC supports the following centralized rules:

Correspondence Rules

XTRAC supports the following correspondence rules:

Node-Based Rules

XTRAC supports the following node-based rules:

Node-Based Workflow Rules

XTRAC workflow rules determine the operation of the workflow at a specified working node.

You can set up workflow rules in any order. However, the first workflow rules that you create are usually the transfer and split rules. When your workflow is operational, you can add priority rules, work selection rules, suspend rules, etc.

For example, consider the following account processing workflow:

The workflow includes the following reporting nodes (clear rectangles), working nodes (shaded rectangles), and queues (NEWQ):

Workflow Rules that Move Through Nodes

Nodes can use their own rules or they can use the rules that are stored at another node.

You need the following workflow rules to move work through the queues at each working node.

• SCAN node: At the SCAN node, you automatically create work items of item type NACCT when a new account application is scanned. You define a transfer rule at the SCAN node so that XTRAC transfers a new NACCT work item to the NEWQ if its status is NEW.

• NEW node: You then define the rules that are used and stored at the NEW node.
  • When a work item of type NACCT is updated and its status is IGO, create a split rule that lets XTRAC create one child work item of type BNACCT and one child work item of PNACCT. When the children are resolved, merge their data with the parent, and then send the parent work item to the IGOQ.
    
    

• When the split rule fires, XTRAC creates the BNACCT child work item and the PNACCT child work item in the NEWQ. If the status is IGO, one transfer rule moves the work item of type BNACCT to the BANKQ. Another rule transfers the PNACCT work item to the PURCHQ. The parent work item waits for the children to resolve in the NEWQ. The split rule then specifies that, after the children are resolved and their data is merged with the parent work item, XTRAC transfers the parent NACCT work item to the IGOQ.

• If the status of the NACCT work item is NIGO, you move the work item to the NIGOQ . Here, more experienced operators resolve the problem. Create a transfer rule that transfers the NACCT work item to the NIGOQ when it is updated and its status is NIGO.
  
  

• IGO node: At the IGO node, you define and use the following rules:
  • After the parent and children work items are merged and an NACCT work item is received at the IGOQ, create a transfer rule that transfers the work item to the NIGOQ if bank approval is set to NO.

• If bank approval is set to YES when the NACCT work item is received at the IGO node, create a sampling rule that moves 5 out of every 100 work items to the QAQ for active quality sampling.

• QA node: If the status of an NACCT work item is updated to NIGO, transfer the work item to the NIGOQ for processing.

• NIGO node: If the status of an NACCT work item is updated to IGO, transfer the work item to the IGOQ. Here, XTRAC can finish processing or the work item can be sent for sampling.

Using Rules Stored at Another Node

A node can use its own rules or it can use the rules that are stored at a different node. This feature lets nodes share rules.

To use rules that are stored at another node

1. In Feature Explorer, click Environment > Nodes.
2. In the Node Summary window, select the node that you want to use, and then click Rules.
3. In the Node Detail window, select the rule type that you want to use.
4. At the end of the row for that rule type, from the References Rules At drop-down list box, select the name of the node you want to use rules from.

If the Reference Rules At field is empty for the rule type that you selected, rules for that type have not been defined.

If Node A references the rules that are stored at Node B and that node references the rules for Node C, XTRAC uses only the rules at the first reference (Node B). XTRAC does not continue to follow any other node references.

Note: To define a new rule from this window, select the applicable rule type, and then click Define.

5. Click Save.

Event Processing

XTRAC evaluates rules based on the action being performed. For example, when an operator updates a work item, XTRAC evaluates the after update rules. When XTRAC begins processing these rules, it evaluates all of the after update rules that apply.

The only time XTRAC evaluates the after received rules is after an item has moved to a new queue. At that time, all of the after received rules are processed, even if the work item is updated based on an after received rule. For example, an after received rule updates the status of a work item to REJECT. If you want that work item to be transferred to the REJECTQ, you must have an after received transfer rule set up to move the work item. An all event transfer rule also works. XTRAC must finish processing all after received rules. It does not evaluate an after update transfer rule at this time.

Rules that are based on a batch event work differently. Each rule is processed separately during the batch cycle. You determine the order that the rules are processed in. Only rules with an event type of batch or after received fire during the batch cycle. Because work items are sent through the batch process, all batch rules are not evaluated for a work item. Instead, each work item is evaluated separately for each batch rule type until the last one when after received processing begins.

XTRAC fires batch rule types in the following order: work item update, priority, correspondence generation, sampling, split, and transfer.

The processed transfer rules are based on the state and field values of the work item when the batch process starts processing the transfer rule type. When the work item changes its queue, the batch processing switches to use the after received rules.

Rule Evaluation Order

When a trigger event for a work item occurs at a node, XTRAC evaluates workflow rules in a specified order.

The following table lists the rule evaluation order for rules that use the same events:

Note: Before the final event or add or update work item, many events can cause notification filter rules to be evaluated. For example, a split rule could generate another add work item action or the rule could be evaluated by adding a note or a piece of correspondence.

When you set up rules, use the following guidelines:

• For the following types of rules, XTRAC executes all of the rules that apply. For example, a single trigger event can fire multiple priority rules.
  • Correspondence Generation
  • Email Recipient
  • Milestone
  • Priority
  • Records Management

• For a set of the following rules, XTRAC executes only the first rule that applies in each set. For example, a single trigger event fires only the first transfer rule that applies, even if several rules apply.
  • Defined Search
  • Duplicate Search
  • Email Interaction
  • Integration
  • Notification Filter
  • Paragraph Selection
  • Process Completion
  • Queue Completion
  • Sampling
  • Split
  • Suspend
  • Transfer
  • Work List

• For work selection rules, XTRAC applies the first matching rule until no more matching work items are found, and then it applies the next matching rule. This process continues until there are no more matching rules or there are no more work items in the work list.
• For work item update rules, XTRAC evaluates all of the matching rules for potential processing. From that subset of rules, XTRAC executes only the first rule that it can successfully process.

For example, the first rule meets all of the criteria, but the action can’t be applied because a required field is empty or a field is added that isn’t on the work item rule. XTRAC then checks the next matching rule. After XTRAC finds a rule that it can successfully process, it doesn’t process or execute any other matching rules.

• Rules do not apply to idle work items. A suspended work item or a split work item that is awaiting rendezvous is considered idle. When a suspended work item resumes its place in the workflow, XTRAC runs priority rules based on the Batch trigger event. When a frozen parent wakes up, XTRAC runs priority rules based on the After Update trigger event.

Creating a Rule

You can define new rules.

Note: For details about creating each type of rule, see the section on that rule type.

To create a rule

1. From Feature Explorer, click Rules.
2. Click the type of rule that you want to define.

From a Node Detail window, you can also click the Rules tab, select the rule type, and then click Define.

3. Enter the required and desired information.
4. Click Save.

Default Rules

You can create a default rule by checking the Default Rule check box on the detail window of the rule. When the trigger event occurs, XTRAC invokes the default rule if no other rule applies. The default rule consists of rule actions only. XTRAC does not let you add rule conditions to a default rule.

The following rules apply to default rules:

• If you add rule conditions and then decide to make the rule a default rule, XTRAC clears all rule conditions when you check the Default Rule check box.
• You cannot define a default rule that is based on a Batch trigger event.
• You can create multiple default rules for the same event, but only the first default rule in the sequence of fires. This safeguard lets you use different default rules for specific business reasons. You simply turn on the default rule that you want to use and turn off the rules that you don’t need at any time.
• The default rule is the last rule that is evaluated. Default rules always display at the bottom of the summary list.

You can define default rules for the following types of rules:

• Correspondence Generation
• Defined Search
• Email Interaction
• Email Recipient
• Integration
• Metadata Field
• Metadata Field Selection
• Notification Filter
• Paragraph Selection
• Priority
• Process Completion
• Queue Completion
• Sampling
• Split
• Suspend
• Transfer
• Work Item Update
• Work List
• Work Selection

Creating a Default Rule

Note: To create a default rule, you need the Create and component security function as part of the security group that is associated with your entitlement set.

You can create a default rule so that when the trigger event occurs, XTRAC invokes this default rule if no other rule applies.

To create a default rule

1. In Feature Explorer, click Rules.
2. Click the type of rule that you want to create.
3. In the summary window, depending on the type of default rule you are creating, select the node, agent, or paragraph type.
4. Click New.
5. In the rule detail window, in the Description field, type a description for your rule (up to 60 characters).
6. From the Event drop-down list box, select the trigger event.

You cannot create a default rule that is based on a batch trigger event.

7. Check the Default Rule check box to select it.
8. Click the Action tab.
9. In the Action tab, specify the necessary rule actions.
10. Click Save.

XTRAC saves the default rule and lists it in the summary window at the bottom of the sequence list.

Building a Rule Condition

You can create rule conditions using the AND and OR operators.

When you add a field, it is always added as a child of the selected item in the tree. If a field is selected when you add a field, XTRAC creates a group that includes the field that was selected and the new field. If a group is selected when you add a field, XTRAC adds the field as a new child of that group.

Note: Multi-select custom fields are available only for Split, Transfer, Notification Filter, and Work Item Update rules. See Multi-Select Custom Fields.

To build a rule condition

1. Open the summary window for the type of rule that you want to add conditions for, and then click New.
2. In the detail window, type a description for the rule.
3. Type the event you want to use.
4. From the Fields list, select the first field that you want to add to the rule condition, and then click Add.
5. In the Condition Detail window, select the criteria.
6. Select the value for the field that you selected.
7. Click OK.

In the rule detail window, in the Conditions section, the field is listed in the tree.

8. For each field that you want to add to the rule condition, repeat Steps 4-7.

Note: To remove all of the fields you added, click Clear. To remove a single field, select it in the tree and click Remove. On your keyboard, you can also click Delete.

9. (Optional) To create a group of fields, drag a field onto the field that you want to group it with.
10. If you want to change a condition from AND to OR or from OR to AND, right-click the expression, and then select the new expression from the context menu.

XTRAC changes the expression on the rule detail window.

Note: You can edit the content of an expression by right-clicking it and selecting Edit Condition from the menu or by double-clicking it. XTRAC displays the Condition Detail window that you can change the criteria or value for the selected field.

IMPORTANT: For performance reasons, the external custom fields that you use as conditions should be listed last in any particular AND/OR group and in the last AND/OR group in the list of conditions. XTRAC evaluates conditions from the top to the bottom. If an external custom field displays first, XTRAC attempts to retrieve the external data from the external service before it can complete the rule evaluation. If the external custom fields displays later, there might be internal field conditions that evaluate the rule to false and stop the evaluation for a particular rule before the external service is called. While XTRAC is calling the external service, XTRAC freezes the work item. That call can't be used for any other purpose until the service call completes.

Copying a Rule

Note: To create a new rule by copying one or more existing rules, you need the Create security function and the applicable component security function as part of the security group that is associated with your entitlement set.

XTRAC does not verify the uniqueness of a rule. It lets you create rules that are exactly the same.

To copy a rule

1. From the rule summary window, select the rule that you want to copy.
2. Click Copy.
3. In the detail window, make any changes to the trigger event, conditions, or rule actions.
4. Click Save.

XTRAC saves the new rule.

Copying a Rule to Another Owner

You can copy one or more rules to another owner. For example, a node, agent, entitlement set, or paragraph type.

Note: You must have the Create and component security function as part of the security group that is associated with your entitlement set.

To copy a rule to another owner

1. From the rule summary window, select the rule that you want to copy.
2. From the Copy To drop-down list box, select the owner for the rule.
3. Click Go.
   

XTRAC copies the selected rule to the new owner.

Opening a Rule

Note: To open rules, you need the component security function as part of the security group that is associated with your entitlement set. For example, to open a sampling rule, you must have the Sampling Rule security function as part of your security group.

To open a rule

1. From the rule summary window, select the rule that you want to open.
2. Click Open.

In the detail window, you can view all of the parts of the rule.

3. When you are finished, click Close.

XTRAC closes the detail window.

Editing a Rule

Note: To edit rules, you need the Update security function and the component security function as part of the security group that is associated with your entitlement set.

To edit a rule

1. From the rule summary window, select the rule that you want to change.
2. Click Open.
3. In the detail window, make any changes to the trigger event, conditions, or rule actions.
4. Click Save.

XTRAC saves the changes that you made to the rule.

Deleting a Rule

Note: To delete rules, you need the Delete security function and the component security function as part of the security group that is associated with your entitlement set.

The only XTRAC rules that are not deleted from the summary window immediately are work item rules. They are marked for delete. When you mark an active or inactive work item rule for deletion, XTRAC deletes it only when there are no open work items at any node that uses this rule. See Deleting a Work Item Rule.

To delete a rule

1. From the rule summary window, select the rule that you want to delete.
2. Click Delete.
3. When XTRAC prompts you for confirmation, click OK.

XTRAC deletes the rule from the rule summary window.

Enabling or Disabling a Rule

You can define rules to meet all of your anticipated business requirements. When necessary, you can also turn specific rules on or off as your business requirements change.

Note: To enable or disable rules, you need the Update security function and the component security function as part of the security group that is associated with your entitlement set.

To enable or disable a rule

1. From the rule summary window, ensure that the rule's status is set the way you want it.

When the Active check box is checked, the rule is active. If the Active check box is empty, the rule is inactive. You can check or uncheck the Active check box or you can click Check and Uncheck to enable or disable one or more rules.

For example, the following Sampling Rule Summary window shows one inactive rule and two active rules:

2. Click Save.

Ordering Rules

Note: To order rules, you need the Update security function and the component security function as part of the security group that is associated with your entitlement set.

The sequence numbers for rules determine the order that XTRAC evaluates rules of a given type. However, the default rule is the last rule to be evaluated, regardless of its sequence in the rule list.

To order rules

1. From the rule summary window, click the Seq column heading to sort the rules by sequence number.

Note: If you sort the rules by clicking a column heading other than the Seq column or filter out some rules and the rules are out of sequence, click Reset Filter/Sort. XTRAC then lists all of the rules beginning with Sequence 1. XTRAC does not enable the Move Up and Move Down options until the rules are in the default sequence order.

2. Select the rule whose order you want to change.
3. Click Move Up or Move Down to move the rule in the sequence.

XTRAC reorders the list and updates the sequence numbers. If the rules are not in sequence or you filter the rules so that some are not listed, click Reset Filter/Sort. XTRAC then enables the Move Up and Move Down options.

4. Click Save.

XTRAC saves the new rule sequence.

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