Conditions Groups in Routing Rules

Overview

Introducing the option “Conditions Groups" within the feature Routing rules is designed to offer users the ability to enhance the precision of their rules by incorporating multiple conditions as a cohesive group.

Previously, users could add individual conditions to their routing rules. However, with this new capability, users can now create groups of various conditions. This means that instead of having isolated and separate conditions, they can now combine different conditions within a group. This grouped approach enables users to apply multiple criteria simultaneously, creating more nuanced and complex rules.

Snapshot of the routing rules page with the new section:

How will the existing Routing Rules be affected?

The update will encapsulate the current Routing Rules and Conditions within a unified group without altering their individual criteria. This encapsulation process will occur automatically, preserving the conditions' functionalities as they were prior to being grouped together. Consequently, the functionality and behavior of the existing routing rules will remain unaffected by this change.

Instructions to create a routing rule with a Conditions Groups

  1. Navigate to the Admin tab from your Left side menu. Select Routing under the Ticket Management tab.
  2. Click on the "New Routing Rule" button.
  3. Fill out the Name, Description, and Triggers fields.
  4. Select any option under Condition Group Match:
    • Match any ticket regardless of the conditions: Trigger activates irrespective of the condition group.
    • Match all of the condition groups: Trigger activates action only when all the condition groups are matched.
    • Match any of the condition groups: Trigger activates action when at least one of the condition groups is matched.
  5. Click on the "Add a condition Group" under Condition.
  6. You can view the group section where you can add rules. Pick one of the options below:
    • Match all of the conditions: All the conditions under this condition group must match to proceed further.
    • Match any of the conditions: any one of the conditions under this condition group must match to proceed further.
  7. You can include multiple routing rule conditions within this group. These conditions act as filters for triggered events. They are based on aspects such as Ticket status, Assignee, Ticket Responses, Service Area, and more.
    For instance, if you want the Routing Rule to consider only tickets labeled as "Regular" in the Type category, the Routing Rule Condition should be: Ticket Type 'is' Regular.
    • After that, you can add more Conditions Groups.
    • If you wish to delete any group click the “Remove” option.
  8. Select the action of the Routing Rule. Action can be any operation performed on a Ticket or a related entity (Assignee, Note, Tag, Ticket Response).
  9. Click Save. After the Routing Rule is saved, the rule is active in the system and will get triggered as events occur.
  10. For a complete list of your Routing Rules, please refer to the Routing Rules section in the Admin panel.