Hello and welcome to Zammad Academy!
My name is Dusan and we will be showing off a new feature in Zammad version 5.4,
called “Expert Object Conditions”.
Normally in the context of Zammad, Object Conditions
differ depending on the function behind them.
They are used as a way to customize the rules behind many Zammad features,
most notably the ticket overviews.
While it was always possible to customize Zammad features with high granularity,
certain limitations were put in place for the sake of simplicity.
However, modern processes don't always care for simple solutions,
and it was needed to partially lift some of the restrictions
so the processes could be modelled with ease.
Without further ado, let's take a closer look at the new expert mode,
which allows you to create even more powerful conditions in your Zammad system.
We will be creating a much requested workflow in Zammad: a single ticket
overview showing all your tickets currently ready for action.
A ticket in Zammad is considered
as ready for action if it is in the “new” or “open” states.
However, it's also possible to put a ticket in the “pending reminder” state,
with a target pending till time.
Once this pending time is reached, the ticket is also considered actionable.
Let's try to combine these conditions in a new overview, which we will aptly
name “Tickets Ready for Action”.
We will be allowing it for all users with the “Agent” role.
Next, we will add the first condition for ticket “State” attribute,
where we can filter for tickets in “new” and “open” states.
Then, we want to add a second condition for tickets with “pending reminder” state.
However, we see it's not possible since we can have only one attribute
of type “State”.
Because we need a more complex condition, we can first switch
to “Expert Mode” by toggling the switch below the box.
Our existing conditions are converted in place,
and now we are allowed to add
a second condition for tickets with “pending reminder” state.
Finally, a third condition filters only for tickets with reached
pending times: one minute in the past.
If we would leave the conditions as-is, no tickets will ever be matched.
This is because the system expects for all of the conditions to be true
at the same time, which is simply impossible.
A ticket cannot be in the “new” or “open” state
and in the “pending reminder” state as well.
Therefore, we now switch to using the “Match
any (OR)” operator between the top-level conditions.
This will still not return appropriate matches,
because it will also include any tickets with pending times far in the future,
which are currently not requiring any immediate actions.
To solve this, we will first
add a sub-group with the default “Match all (AND)” operator.
Then, we will move the second and third condition to the new sub-group
with simple drag and drop gesture.
Conditions for “pending reminder” state and pending till time
have to be grouped together, so they can match at the same time.
Finally, we are getting the right results in the preview, because the conditions
will be matched within proper branches.
All tickets are now selected, which are having the state
“new” and “open” or the state “pending reminder”, always in combination
with the condition that the reminder was already reached.
Once we save the new overview, it will immediately be available for use.
By switching to it, we can once again confirm that the ticket subset is correct.
The “Expert Object Conditions” feature is available since Zammad 5.4.
However, in Zammad hosted environment, it is
currently limited to “Plus” package customers only.
Supported screens include: “Overviews”, “SLAs”, “Triggers”, “Scheduler”,
“Report Profiles” and “Automatic ticket assignment”.
We hope this demo has been helpful,
and we look forward to see your complex creations.
Feel free to share your recipes in Zammad online community!