Action Rule

Last update: September 21, 2026
•
1 min to read

Overview

An Action Rule controls the availability of entity actions within the user interface based on requirements. Entity actions include Edit, Assign, Refer, Download, Delete, Merge, Change Status, and more.

An Action type rule defines when actions should be available, such as based on context, entity type, and more.

This allows the admin to define only the useful actions to make available instead of all actions, because some contexts do not require certain actions. For example, for an Email Address entity context, the Assign action is not required. The availability of actions can be customized using the Rule Type – Action.

Create an Action Rule

To create an action rule, follow these steps:

  1. Navigate to the Entity Types page.
  2. Click the View Rules hyperlink of a desired entity type (for example, Case). The Rules list page for that entity is displayed.
  3. Click the plus (+) icon in the top right corner of the screen.
  4. A New Rule form appears. The form consists of two sections. When you select a rule type, further sections based on the selected rule type appear.
  5. Complete the fields from the sections below.

Rule Info

rule info section of the action rule form

  1. Enter a Name for the rule.
  2. Enter Description information.
  3. Choose Action as Rule Type from the dropdown.
  4. The Is Enabled checkbox is selected by default.

Note: If the checkbox is cleared before saving, the rule is created in a disabled state and is not executed or displayed in the platform until it is enabled.

  1. The Is Extended checkbox is selected by default and cannot be unchecked.

Query

query section of the action rule form

The Query section determines the entity to which the rule should be applied.

  1. Select the required Query Entity Type.

Note: Since the rule is navigated to from an entity type (for example, Case or Lead), the system automatically sets the Query Entity Type to that entity.

Action Details

action details section of the action rule form

  1. Select your desired Action Name from the dropdown list (for example, Assign).
  2. Enter the name for the action in the Caption field.
  3. Enter the tip information in the ToolTip field (for example, Use to assign the case).
  4. Enter the required icon name in the Icon field.
  5. Enter the sequence number in which the icon will be displayed (for example, if the sequence number is 1, the action appears first in the entity actions).

Conditions

conditions section of the action rule form

Note: When a rule is created from an entity page (for example, Case or Lead), the system automatically sets Condition 1 based on the entity type.

  1. Select Add Another Condition, to add another condition.
  2. Select the required condition from the Condition dropdown list.
  3. Select the required Operator.
  4. Enter the required Value.
  5. Repeat the process for each additional condition.

Save the Rule

  1. Review all the sections and the values you have entered.
  2. Click Save.

A validation error message is shown if the values are incorrect or required fields are missing. Once a form is saved successfully, it is listed on the Rules list page.

When the rule conditions are satisfied:

  • The action created is available as an icon for the desired entity type.

The action is not displayed when:

  • The entity type does not match the configured Query Entity Name.
  • The rule is disabled by clearing the Is Enabled checkbox.

Example

The following example demonstrates how to create a custom Action Rule and make an entity action available for a specific entity type.

Scenario:

As an admin, you want to make the Refer action available for the Task entity type, so that users can refer tasks. Follow the below steps:

Steps:

Section 1: Rule Info

  1. Navigate to the Rules page of the Task entity. The Rules list page for the Task entity is displayed.
  2. Click the plus (+) icon. A New Rule form appears.
  3. Enter a rule name in the Name field.
    • Example: Refer Task
  4. Enter a description in the Description field.
    • Example: Makes the Refer action available for the Task entity.
  5. Select Action from the Rule Type dropdown list.
  6. The Is Enabled checkbox is selected by default.

Note: If the checkbox is cleared before saving, the rule is created in a disabled state and is not executed or displayed in the platform until it is enabled.

  1. The Is Extended checkbox is selected by default and cannot be unchecked.

Section 2: Query

  1. In the Query Entity Type field, the Task entity is selected by default.

Note: Since the rule is created from the Rules page of the Task entity, the system automatically sets the Query Entity Type to Task.

Section 3: Action Details

  1. Select Refer from the Action Name dropdown list.
  2. Enter Refer in the Caption field.
  3. Enter the tip information in the ToolTip field.
    • Example: Use to refer a task
  4. Enter Refer in the Icon field.
  5. Enter 1 in the Sequence field.

Section 4: Conditions

Condition 1 (Selected by default)

  • Condition 1 = Query Entity Name
  • Operator = Equals
  • Value = Task

Save the Rule

  1. Review the rule configuration.
  2. Click Save to save the rule.

Expected outcomes:

When the rule conditions are satisfied:

  • The Refer action is available for the Task entity type.
  • When users hover over the action, the tooltip “Use to refer a task” is displayed.
  • Since the Sequence is set to 1, the Refer action appears first in the entity actions.