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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Getting Started Guide > Ticket automation > Create an action rule to change ticket priority

Create an action rule to change ticket priority

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Created by Melanie Boyd, last modified by Melanie Boyd on Oct 11, 2016

Views: 129 Votes: 0 Revisions: 10
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Check out this video (3:37) on creating an action rule.
 

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.

  1. In the toolbar, click Setup and select Processes > Action Rules.
  2. Click New.
  3. 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.

  4. Select the Cascade check box to trigger all defined actions for a ticket.

    Do not select Cascade to trigger only the highest priority action.

  5. Select the rule triggering options to define when and how often Web Help Desk applies the action rule.
  6. Click Criteria.
  7. Configure the conditions that tickets must match to trigger the 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.

  8. Click Actions.
  9. Specify the action to take when the conditions are met.
  10. Click Save.
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