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Using Workspace Rules
Answer ID 6348   |   Last Review Date 11/14/2018

Overview of using workspace rules.

Environment: 

Workspace Rules
Oracle Service Cloud

Resolution: 

With Workspace rules, you can dynamically adjust the display, behavior, and values of fields and controls on a workspace based on a staff accounts actions. (Workspace rules are not available for multi-edit workspaces.) Each rule is triggered by one or more events and conditions you define, and can result in one or more actions, including the following:

1. Set the value of a field

2. Set the required status of a field

3. Make a field or control read-only

4. Show or hide a field or control

5. Show only a select group of menu items

Basically, a workspace rule is a “when-then” statement you use to control the behavior of fields and controls on your workspace, such as the following:

1. When the status is changed, then make the Product field required.

2. When the disposition is changed, then make the Status field noneditable.

Each rule defines a triggering event and a resulting action that will occur after the event is triggered. In some cases, you may find that the triggers available for rules are not precise enough to address a specific business need. You can make a rule more restrictive by adding conditions under which the event will trigger an action. If conditions are specified in a rule, actions will be triggered only if those conditions are met.

For example, your rule could state that when a button is clicked, if the status is Unresolved, assign the record to the logged-in staff member. The button click is the triggering event, but the Unresolved status is the condition under which that event will trigger the action after the button is clicked.

There are two types of actions when using workspace rules: Then and Else. Every rule has at least one Then action, which is the result of the triggering event and conditions. However, once conditions are specified for a rule, you can also add one or more Else actions. An Else action is triggered in cases where the rule’s conditions are not met.

For example, a rule could state that when the status changes, if the value of the status is Solved, make the Disposition field editable, or else make the Assigned field editable. In this case, when the rule is evaluated, the Assigned field will be made editable if the record’s status has not been set to Solved.

Please note, since business rules are checked after workspace rules, changes made to a record by workspace rules can be overridden by business rules if the rules have similar actions.

For additional information, refer to the 'Overview of workspace rules' section in online documentation for the version your site is currently running on.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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