In the previous topic, the Critical priority type was created.
The following example creates an action rule that selects all tickets submitted by the CEO, changes the ticket priority to Critical, and routes the ticket to a group.
Select a priority and enter a rule name.
Only one action rule can be executed at a time. The action rule priority determines the trigger order of all action rules.
Do not select Cascade to trigger only the highest priority action.
Every condition in the All section must be true. If any condition is false, the action is not triggered.
Web Help Desk evaluates these conditions using the Boolean AND operator.
The Any section defines a group of conditions. At least one of these conditions must be true to trigger the action, but they do not all have to be true.
Web Help Desk evaluates these conditions using the Boolean OR operator.
If both sections include conditions, all conditions in the All section and at least one condition in the Any section must be true.
Web Help Desk evaluates the two groups with a Boolean AND operator between the groups:
(all_1 AND all_2) AND (any_1 OR any_2)
If no conditions are defined in the All section, at least one condition in the Any section must be true.