Tip: You can use filters for better results
What are filters?
Filters can also be used, for example, in the dispogroup configuration to automatically assign incoming tickets to the appropriate dispogroups based on location. You can also use these filters to assign tickets with a certain ticket category to certain dispatch groups. Filter possibilities are almost endless, especially when you combine them with other filters in a group.
Filters can as well be used in the Admin panel to link the appearance or non-appearance of fields (in forms) to certain conditions. For example, certain form fields can be customised so that they only appear if a certain precondition is met. For example, the value ‘Yes’ must be in a previous field for the new custom field to appear at all for the user.
We are currently working on integrating filter grouping into more and more areas of the Admin panel. You can already benefit from filter grouping in the following areas:
Filters are used in the admin panel to link the appearance or non-appearance of fields (in forms) to certain conditions. For example, certain form fields can be customised so that they only appear if a certain precondition is met. For example, the value ‘Yes’ must be in a previous field for the new custom field to appear at all for the user.
A filter normally contains three main components, namely:
- The Condition: What condition should be used for the filter?
- The Operator: What relation should the condition have to the comparison value?
- The Comparison Value: What value should be linked to the condition?
Let’s have a look at some examples for filter grouping:
Two or more filters can be combined/grouped by the use of the following operators:
- AND operator:
true && true // results in true
true && false // results in false
false && false // results in false - OR operator:
true || true // results in true
true || false // results in true
false || false // results in false
About relational operators
Relational operators can be used to link a condition and a comparison value.
In the table below, we assume “a” is equal to the “Condition”.
In the table below, we assume “b” is equal to the “Comparison Value”.
Please note that relational operators are also used inside validation conditions.
Therefore the list below may help you as well for creating your own validations.
Let’s take a closer look at how relational operators can link a condition and a comparison value.
| Operator Syntax | Relational operator | Filter Example | Filter Result |
|---|---|---|---|
| a==b | Is Equal To | TicketId Is Equal To 1 | Filters for tickets with the Ticket ID equal to 1. |
| a!=b | Is Not Equal To | TicketId Is Not Equal to 1 | Filters for tickets with the Ticket ID not equal to 1. The Ticket ID 1 would be not included in the filter. |
| a~~b | Is Like | Country is Like Germany | Case sensitive filter, filters for "Germany", and those that contain the expression "Germany" in some close way, e.g. "germany" would be covered. |
| a!~~b | Is Not Like | Country is Not Like Germany | Case sensitive filter, filters for all other countries, except those that contain the expression "Germany" in some close way, e.g. "germany" would be as well not covered. |
| a in b | In | TicketId in [123, 24, 31] | |
| a=~b | Contains | Ticket CNE Contains "TEST" | |
| a!=~b | Not Contains | Ticket CNE Not Contains ”TEST\-\d{4}" | |
| a Is Null | Is Null | Primary phone number Is Null | Filters for a empty primary phone number field, operator is particular useful for validations. |
| a Is Not Null | Is Not Null | Primary phone number Is Not Null | Filters for a filled in primary phone number field, operator is particular useful vor validations. |