Automation Conditions available in the Rules engine

Here are some of the "Conditions" available for Jitbit Helpdesk's "Automation Rules Engine".

Ticket is overdue by

Checks if a ticket is overdue by a specified number of hours. Optionally considers working hours.

Ticket was created more than X time ago

Checks if a ticket was created more than a specified number of hours, minutes, and seconds ago. Optionally considers working hours.

Ticket is 'on-behalf', logged by technician X

Checks if a ticket was logged on behalf of another user by a specific technician.

Ticket is assigned to a deactivated tech

Checks if a ticket is assigned to a technician who is currently deactivated.

Ticket has tag

Checks if a ticket has a specific tag.

Custom field equals

Checks if a custom field in the ticket equals or is greater than a specified value.

Custom field was updated and the field is

Checks if a custom field in the ticket was updated.

Tag has been added to ticket and the tag is

Checks if a specific tag has been added to the ticket.

Ticket was not updated for

Checks if a ticket has not been updated for a specified number of hours. Optionally considers working hours.

Latest reply contains

Checks if the latest reply in the ticket contains a specified text. Optionally considers replies only from the submitter.

Latest reply came from a non-subscriber

Checks if the latest reply in the ticket came from a user who is not a subscriber.

Technician is looking at the ticket

Checks if a technician is currently viewing the ticket.

Latest responder's email contains

Checks if the email of the latest responder contains a specified text.

Ticket will be overdue in X hours or less

Checks if a ticket will be overdue in a specified number of hours or less. Optionally considers working hours.

Ticket is 'unanswered'

Checks if a ticket is marked as unanswered.

Ticket's assigned tech is 'out of office'

Checks if the technician assigned to the ticket is marked as out of office.

Ticket is 'updated by tech'

Checks if a ticket was updated by a technician.

Ticket is 'updated for tech'

Checks if a ticket was updated for technician view.

Ticket is 'updated by customer'

Checks if a ticket was updated by the customer.

Ticket is unassigned

Checks if a ticket is currently unassigned.

Ticket due date is set

Checks if a ticket has a due date set.

Ticket priority is

Checks if a ticket has a specific priority.

Ticket category or section is

Checks if a ticket belongs to a specific category or section.

Ticket status is

Checks if a ticket has a specific status.

Ticket subject contains or equals

Checks if the subject of a ticket contains or equals a specified text. Optionally matches whole words.

Ticket body contains

Checks if the body of a ticket contains a specified text. Optionally matches whole words.

Current time is between

Checks if the current time is between specified hours.

Current date is between

Checks if the current date is between specified dates.

Current day of week is

Checks if the current day of the week matches a specified day.

Current day is public holiday or weekend

Checks if the current day is a public holiday or weekend.

Ticket submitter email contains

Checks if the email of the ticket submitter contains a specified text. Optionally matches exactly.

Ticket comes via email and the TO field contains

Checks if the TO field of an email ticket contains a specified email address.

Ticket submitter's 'user-lookup' data contains

Checks if the user-lookup data of the ticket submitter contains a specified text.

Ticket comes via

Checks if a ticket comes from a specified origin.

Ticket has zero replies

Checks if a ticket has zero replies. Optionally ignores replies from the submitter.

Ticket comes from company

Checks if a ticket comes from a specified company.

Ticket is assigned to

Checks if a ticket is assigned to a specific user.

Ticket comes from department

Checks if a ticket comes from a specified department.

Ticket comes from location

Checks if a ticket comes from a specified location.