Event Rule Settings

For each event rule you define for a tickler event, you can define:

• whether the event rule is active; see Active Tickler Events and Rules.

• the tickler user/group assigned to work with ticklers created by this event rule and the supervisor to monitor the ticklers; see Tickler Assignment.

• if tickler users are notified when a new tickler is created and if the supervisor is notified when a tickler remains unresolved for a certain number of days; see Tickler Notification.

• the tickler category assigned to ticklers created by this event rule; see Tickler Category.

• the tickler resolution reason assigned to ticklers created by this event rule; see Tickler Resolution Reason.

• how the rules are processed; see Event Rule Processing Sequence.

• the criteria the system action must meet to create a tickler; see Event Rule Criteria.

• the procedures a user should follow to resolve the tickler; see Event Rule Procedures.

You can define event rule settings at the Create Tickler Event Rule Screen or Change Tickler Event Rule Screen.

Note: If you create or change a tickler event rule, you must restart the asyncs in the Background Job Control menu option before your updates are applied to new ticklers.

Event Rule Processing Sequence

For each event rule you create, you can define a processing sequence number. In addition, the system assigns a rule sequence number to each event rule, based on the order in which the rules were created (the first rule created is assigned rule sequence number 1, etc.).

The Processing sequence number defined for each event rule indicates the order in which the system evaluates event rules to determine if a tickler is created.

The event rule with the lowest processing sequence number is evaluated first (where 0 is the lowest number); the event rule with the highest processing sequence number is evaluated last.

If all of the event rules have the same processing sequence number, the system evaluates the rules in rule sequence order. The event rule with the lowest rule sequence number is evaluated first; the event rule with the highest rule sequence number is evaluated last.

Note: If the event rule is not active (the Active field is unselected), the system does not evaluate the event rule and instead skips the rule and evaluates the next event rule, based on processing or rule sequence order.

Remember: Give the most important rule the lowest processing sequence number and the least important rule the highest processing sequence number. This way the system evaluates the rules in the order of the most important to the least important. This is especially true if you do not allow multiple ticklers: you want the system to create a tickler for the most important rule whose criteria are met by the system action.

If you allow multiple ticklers, you do not need to define a processing sequence number since the system creates a tickler for each rule whose criteria are met.

Example: This example displays the order in which the system evaluates tickler rules based on processing sequence number and rule sequence number.

Processing seq #	Rule seq #	Rule active?	Action meets criteria?	Results
0	2	N	N	The system does not create a tickler for this event rule since the event rule is not active and the system action does not qualify.
0	5	Y	N	The system does not create a tickler for this event rule since the system action does not qualify.
1	4	N	Y	The system does not create a tickler for this event rule since the event rule is not active.
2	1	Y	Y	The system creates a tickler for this event rule since the event rule is active and the system action qualifies.
3	3	Y	Y	The system creates a tickler for this event rule only if the Allow multiple ticklers field for the event is selected; see Allowing Multiple Ticklers.
3	6	Y	Y	The system creates a tickler for this event rule only if the Allow multiple ticklers field for the event is selected; see Allowing Multiple Ticklers.

Event Rule Criteria

For each event rule, you must define the criteria that the system action must meet to create a tickler. Different criteria display for each tickler event. You can create multiple rules for each event by defining different criteria for each rule.

You can define more than one criterion for each event rule; however, you must define at least one criterion. If you define more than one criterion for an event rule, the system action must meet all of the rule’s criteria to create a tickler.

Example: If you create an event rule whose criteria are Pay type is 1 and Ship via is 1, the system creates a tickler only if the pay type on the order is 1 and the ship via is 1. The system does not create a tickler if the ship via on the order is 1 but the pay type on the order is 4.

Remember: If you allow multiple ticklers, you must think carefully before you create event rules. For example, if you create the following rules and you allow multiple ticklers, the system creates 3 ticklers, even though event rule 3 is a combination of rules 1 and 2:

• Event rule 1: Ship via is 1 (UPS)

• Event rule 2: Pay type is 1 (cash/check)

• Event rule 3: Ship via is 1 (UPS) and Pay type is 1 (cash/check)

You can define event rule criteria at the Create Tickler Event Rule Screen.

Note: You cannot create a duplicate event rule, meaning, you cannot create 2 rules that have the same criteria or an error message indicates: Duplicate rule exists.

Important: If you create or change a tickler event rule, you must restart the asyncs in the Background Job Control menu option before your updates are applied to new ticklers.

For more information: For more information on the criteria you can define for each tickler event, see:

• BO (Backorders) Event Processing

• CO (Cancelled Orders) Event Processing

• HO (Held Orders) Event Processing

• MN (Manually Created) Event Processing

• NO (New Orders) Event Processing

• OO (Aged Open Orders) Event Processing

• SD (SVC Activation Decline) Event Processing

• SO (Soldout Orders) Event Processing

• SV (SVC Number Assignment) Event Processing

• UP (Unconfirmed Pick Tickets) Event Processing

• VP (Voided Pick Tickets) Event Processing

• WF (Remote Workflow) Event Processing

Event Rule Procedures

For each event rule, you can create tickler instructions for a user to follow to resolve the tickler.

You can create and modify event rule procedures at the Work with Tickler Event Rule Procedure Screen.

Example: These procedures may display for ticklers that are created when an order payment method is placed on AT (declined credit card hold) and the ship via is UPS Second Day.

1. Release order from hold.

2. Resend credit card for authorization.

3. Contact UPS to determine if they can deliver by expected arrival date.

4. If package will arrive late, notify customer of possible late delivery.

5. If customer is a valued customer, give customer 25% off coupon on next purchase.

Note: A tickler user may not complete all of the tasks required to complete the tickler. Using the example above, the first assigned to user may release the order from hold and then assign the tickler to another user to resend the credit card for authorization.

Tickler work notes: The tickler user completing some or all of the tasks associated with the tickler can enter notes regarding the steps he performed for other users and the supervisor to review. See Tickler Work Notes.