Event Based Rule

event based rules overview event based rules are automated processes within the system that execute automatically upon detecting the occurrence of a specific event (e g , ticket creation, status change, escalation) they allow administrators to define conditions and subsequent actions for tickets in an automated, real time manner key benefits real time automation automatically handles routine tasks immediately upon a trigger event, without manual intervention process compliance enforces consistent business rules (like auto escalation or notification) across campaigns and processes customizable workflow allows creation of complex workflows by combining a vast array of events, conditions, and sequential actions functionality the event based rules engine works by evaluating a defined set of criteria against an event 1\ events (the trigger) this is the moment the rule starts events cover the entire ticket lifecycle available events event description configuration notes new ticket created generated when a new ticket is created (via email, call, manual, or api) new lite ticket created generated whenever a new lite ticket is created ticket updated generated whenever an update is detected (e g , escalation marked, priority changed, new message received) provides an adjacent drop down for sub conditions ticket transferred to agent generated when a ticket is transferred (supervisor ↔ agent or agent ↔ agent) allows selection of the ticket assignor and assignee ticket auto assigned generated whenever a ticket is auto assigned to an agent priority changed generated whenever the priority of any ticket is changed to "low", "medium", or "high" allows selection of the previous and current priority value private note added generated whenever a private note is added to the ticket public note added generated whenever a public note is added to the ticket message sent generated whenever a message is sent out as a reply from the ticket ticket status changed generated whenever the status of a ticket is changed allows selection of the previous and current ticket status heat value changed generated whenever the heat value is changed (greater than or less than a defined value) requires selecting a sub condition and providing a user defined value mail sending failed generated whenever mail sending fails (due to exchange server or internal mail service failure) custom field updated generated whenever a custom field is updated or changed provides an adjacent drop down to select the custom field ticket escalated generated whenever a ticket is escalated ticket deescalate generated whenever a ticket is de escalated ticket picked manually generated whenever a ticket is manually picked resolve sla breached generated whenever the sla for resolving a ticket is breached first assign sla breached generated whenever the very first assigned sla of a ticket is breached first response sla breached generated whenever the very first response sla of a ticket is breached new message received generated whenever a new message is received ticket reopened generated whenever a ticket is reopened 2\ conditions conditions are logical gates that must be satisfied for the actions to execute condition description available operators media profile based on the id of the media profile is, is not ticket status based on the current ticket status is, is not current time based on the current system time is, is not, greater than, less than, within queue based on the queue the ticket is in is, is not, greater than, less than, within priority based on the ticket's priority value is, is not subject based on the ticket's subject line is, is not, contains, does not contain, ends with, starts with custom field based on the value of a system level custom field selection based on field type multi level custom fields support condition checking on partial level selections other conditions includes customer fields timezone, twitter, facebook, email, and phone1 through phone5 is, is not multiple conditions logic match any of the following (or logic) the rule applies if one or more conditions are matched match all of the following (and logic) the rule applies only when all conditions are matched 3\ actions (the outcome) these are the tasks performed on tickets that satisfy both the event and the conditions actions are executed in the sequential order they are listed action description key configuration details escalate ticket sets the escalation status of the ticket select true or false set custom field sets a specific value for a selected custom field select custom field and provide the new value transfer ticket to queue transfers the ticket to a new queue and assigns it to an agent select queue and an assign to user option available agent , agent available to take tickets , or any agent send email to (various) sends an email to a specific recipient, supervisors, agents, or the requester select media profile , provide subject , and write the message body send feedback to requester sends a feedback request email must contain the placeholder {{feedback\ form}} the new feedbackid placeholder can be used to send a feedback link instead of an embedded form assign ticket to agent assigns the ticket to a specific agent select the target agent set status changes the status of the ticket select the new status value priority increases or decreases the priority of the ticket select increment or decrement set priority sets a fixed priority value for the ticket select low , medium , or high http action triggers an external api (webhook) refer to dedicated http action documentation set custom field using http action response updates a custom field using json data from a preceding http action response requires specific javascript in the preceding http action's post request script tab variables put("$thridpartycustomfielddata",responsestring); prerequisites administrator access required to access and configure the rule engine defined processes and campaigns rules must be scoped to an existing process and campaign media profiles (for email actions) must be configured prior to using any email actions usage instructions a create a new event based rule click "new rule" provide a name and description select the relevant process and campaign in events , select the trigger (e g , ticket status changed ) in conditions , click the add icon (+) to configure one or more conditions select the multiple conditions logic ( match any or match all ) in actions , click the add icon (+) to configure one or more actions (optional) check "stop execution after this rule" to prevent subsequent rules from running click "save" b edit or delete a rule edit select a rule, click the edit icon (pen), make changes, and click "save" delete select a rule, click the delete icon (trash can), and confirm with "yes" note a deleted rule cannot be retrieved c enable/disable rule disable click the green toggle switch on the rule and confirm enable click the gray toggle switch on a disabled rule and confirm (check "view disabled rules" to view inactive rules) related features/modules feature/module description timer based rules rules that execute at scheduled time intervals rather than being triggered by an event routing rules used for initial ticket distribution and assignment upon creation custom fields allows the creation of user defined data fields that can be used as both conditions and targets for actions in event based rules http action configuration the separate configuration area providing deeper details on external api integration for the http action