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Email parser rules logic

Discussion in 'Using Kayako Classic' started by Evgeny Kuchkov, Oct 23, 2019.

  1. Evgeny Kuchkov

    Evgeny Kuchkov Established Member

    here I can see criteria processing logic with AND/OR

    unfortunately examples contain 3 criterias. How do I achieve the following scheme:
    if (email_queue = "1" or email_queue = "2") and (user_group = "3" or user_group = "4") then do some postprocessing stuff

    Obviously following the example I can split it into 2 parser rules with criterias:
    email_queue = "1" (AND)
    user_group = "3" (OR)
    user_group = "4" (OR)


    email_queue = "2" (AND)
    user_group = "3" (OR)
    user_group = "4" (OR)

    But is there any way I can get it with a single rule? Please, help me to understand criteria processing logic.
  2. bear

    bear Kayako Guru

    Never had much luck stacking rules inside one like that. Seems the Kayako logic hits the first and/or and gets confused, generally not working past 2 in each.
  3. Evgeny Kuchkov

    Evgeny Kuchkov Established Member

    At least we need a new control type in criterias. Not a simple dropdown list but a checkbox control where you can select multiple items in one control

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