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Completed Criteria (conditions) system needs nesting levels

Discussion in 'Kayako product feedback and suggestions' started by NC Software, Apr 25, 2012.

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  1. NC Software

    NC Software Member

    It would be much better if the condition builder had nesting levels. For example:

    -Ticket Status equals OPEN (AND)
    ----Ticket Priority equals NORMAL (OR)
    ----Ticket Priority equals URGENT (OR)
    -Ticket Owner equals "BLAH" (AND)
    ----Something equals YOH (OR)
    ----Something equals YOHYOH (OR)

    This way you have a parent condition with sub-conditions. The sub-conditions are evaluated at their level i.e. using the OR and not affected by the parent AND/OR conditions.
  2. ironfist

    ironfist Established Member

    the way the notification rules work currently you have to create a lot of duplicate rules in order to meet desired criteria.
    For example, if I want a rule to be applied to multiple depts, I must create the same rule for each dept.
    This would be a lot easier if the conditions could be grouped.


    event = NEW note
    event = new ticket
    (dept = "dept1" OR "dept2" OR "dept3")

    To do this currently requires 3 rules
  3. Gabe W

    Gabe W New Member


    This would be very helpful for any rules requiring criteria. Especially helpful would be allowing multiple selections per criteria, as ironfist mentioned: (dept = "dept1" OR "dept2" OR "dept3").
    Some of my email parser rules are quite long and hard to maintain simply because I have to exclude 5 email queues and include 5 keywords, each on its own line. And the logic starts to get confusing very quickly!
  4. Jamie Edwards

    Jamie Edwards Staff Member

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