Conditions are an important part of the rules in Dispatcher. Conditions are divided into mandatory and additional conditions. In the mandatory conditions block you can use only "and" operator, while in the for additional conditions you can also use "or". Thus, if a mandatory condition and one of the additional conditions listed with an "or" are met, the action will be executed.
Let's consider in detail what conditions are included in the mandatory conditions:
- New request - the condition executes when creating the request;
- New reply in the request - executes when the reply is written in the request;
- New internal note in the request - executes when the internal note is written in the request;
- Changes in the request - executes if changes were made in the request (change of type, status, priority, custom fields, request subject, assignee, etc.);
- Requester's change;
- SLA breach - executes if the SLA time specified in the request has expired;
- The request is merged.
- Unfreeze request - executes when unfreezing the request;
- Freeze request until the next reply (in case if time and date are not specified);
- Freeze request until the date - executes when request is frozen till the specified date;
- Mentioning users in reply @ - executes when mentioning users in replies using the @ function + user's name (mail);
- Mentioning users in internal note @ - executes when mentioning users in internal notes using the @ + user name (mail) function;
- Rate has been added - executes when new feedback adds to the request.
- Minutes from last reply - executes when the specified time has been reached since the last reply in the request;
- Minutes from the last internal note - executes when the specified time has been reached since the last internal note in the request;
- Minutes from the last change - executes when the specified time has been reached since the last change in the request.
Pay attention to some principles of the "Minutes from the last..." condition. They have the following features: rules with such conditions are checked in the interval of 1-10 minutes. This means that if condition time is specified, for example, 1 minute, the rule, if all mandatory and additional conditions are met, will work in the interval of 1-11 minutes.
Also the last reply/internal note/change must be made manually by the user - adding and changing these parameters with the dispatcher will not be taken into account by a rule with the condition "Minutes from the last...".
The same applies to "Minutes from last change". Changes in the request must be made not by the system, but by the user (or on behalf of the user by APII), please note that this rule does not consider as a change the addition of a reply or internal note to the request, as the Dispatcher has the above listed conditions for them. Сhanges are considered: statuses, priorities, custom fields, assignee, etc. Including API changes count as changes for the Dispatcher.
The Additional Terms include the following categories:
- Request parameters:
- Event time - executes if the conditions are met in the specified time interval;
- Event day - executes if the conditions are met in the specified day of the week;
- Request creation time;
- Group of assignee;
- Department;
- Time limit reached - executes when the allotted time for working with the company (which is specified in the company's settings) is reached;
- Request freezing - executes when the request is frozen;
- Request without sub-request;
- The request is a sub-request;
- The request is a parent request;
- Assignee;
- Request source - executes if the source of a request matches;
- Request tags - check for tags in the request. They should be specified separated by commas;
- Request subject - checks of the request subject for the specified phrase (for example, if the word "Urgent" is mentioned in the subject);
- Subject or content (initial request) of request- checks the subject or content (initial request);
- Request rate - checks the rate (feedback) of the request;
- Request priority;
- Request content - checks the request content (initial request) for the specified phrase;
- Request status;
- Assignee status;
- TO recipients of the original message;
- Request type;
- Email recipients - when sending a reply (including when creating a request) checks for the email addressees' in the "To" field, including the cc and bcc fields (if there are multiple email addresses).
- Request content:
- Author of the last internal note;
- Author of the last reply;
- Author group of the last internal note;
- Author group of the last reply;
- Number of internal notes;
- Number of replies;
- Presence of files in the first reply - checks the presence or absence of files in the first reply of the request;
- Last internal note was sent by - checks the user to whom or from whom the last internal note was added: To a colleague, a partner or From a partner;
- Content of the last internal note - checks the content of the last internal note for certain words or phrases (for example, "urgent");
- Content of the last reply checks the content of the last reply for certain words or phrases (for example, "urgent");
- Requester:
- Group of requester - executes if the group of the requester is the same as the specified;
- User's company - checks the organization (company) of the requester ;
- Full user name;
- User email - checking if the e-mail of the requester is the same as the specified;
- Changes in request:
- Department change- executes when changing from a specified department to another one;
- Assignee change - executes when changing from a specified assignee to another one;
- Assignee change by group- executes when changing from a specified assignee group to another one;
- Priority change - executes when changing from a specified priority to another;
- Changes made by - executes when a request is changed by requester/assignee/end user/agent.
- Status change - executes when changing from a specified status to another;
- Type change - executes when changing from a specified type to another;
- Custom fields - executes when the value of a custom field is selected;
- Custom fields change - executes when changing the value of a custom field.