Building Automation Conditions

Automation conditions define which records qualify for a rule after its trigger occurs.

Condition groups

Conditions can be combined according to supported all-match or any-match logic.

Common ticket conditions

Conditions may evaluate supported ticket information such as:

• status
• priority
• source
• requester
• company
• assigned agent
• assigned team
• category
• tags
• ticket fields
• supported dates or time conditions

Match logic

Use all-match logic when every condition must be true.

Use any-match logic when one qualifying condition is sufficient.

Specificity

Conditions should be specific enough to avoid acting on unintended tickets.

Testing

Test both qualifying and non-qualifying examples.

Good practices

Prefer understandable rule logic over unnecessarily complex condition trees. If a condition set becomes difficult to explain, consider separating the business process into clearer rules.