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How to configure conditions
Conditions can be set up and determined according to the project’s requirements. When a ticket reaches a defined condition (status) that you have configured with the help of the monitored field, warning signs and/or critical signs can be triggered for the ticket inside Work place. To decide when a condition should trigger, you configure so-called thresholds.
Inside the Admin panel go to Automations → Conditions.
Where and when are conditions displayed?
Conditions are used for highlighting tickets. Therefore they are displayed as warnings and critical alerts inside the Ticket Pool in the Info/Alert/Part column. Configured conditions are also visible in the header of Ticket details, in the Condition tab (under the Overview tab in the Ticket details).
Understanding the condition form
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Active toggle: Gives you the option if your new condition should be already active in the system after creation or not.
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Name field: Enter a name for your new condition.
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Description field: Try to enter a description which describes what your condition will do. Try to be as precise as possible.
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Project name dropdown: Select the project for which this condition should be active.
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Monitored field dropdown: The condition time frame starts from this selected time event. The “Understanding the monitored fields” section explains all the time events.
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Warning timer field: Insert a time frame after which the warning alert should trigger.
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Time unit dropdown: Gives you the option to switch between minutes, hours, and days.
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Critical timer field: Insert a time frame after which the critical alert should trigger.
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Time unit field: Gives you the option to switch between minutes, hours, and days.
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Enable SLA Profiles toggle: If enabled, the warning and critical timer are calculated based on the business hours of the SLA Profile. By default calendar das are used.
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Ticket status dropdown: Gives you the option to make your newly created condition dependent on ticket status.
Understanding the monitored fields
| Monitored field name | Explanation |
|---|---|
| Fixed appointment end time | Eg. 24th Dec. 2020 17:00 - Time stamp of fixed ending appointment time. (Agreement with the customer!) |
| Fixed appointment start time | Eg. 24th Dec. 2020 08:00 - Time stamp of fixed beginning appointment time. (Agreement with the customer!) |
| Due date | Eg. 24th Dec. 2020 23:59 - Time stamp of ticket's due date. The ticket should be solved before this time. |
| Ticket creation time | Eg. 24th Dec. 2020 10:01 - Time stamp of when the ticket was created |
| Ticket status entry time | Eg. 24th Dec. 2020 10:03 - Time stamp of when a ticket has entered a selected status |
| Dispatch appointment end time | Eg. 24th Dec. 2020 13:15 - Time stamp of dispatch appointment end time. (Agreement with the engineer!) |
| Dispatch appointment start time | Eg. 24th Dec. 2020 12:15 - Time stamp of dispatch appointment start time. (Agreement with the engineer!) |
Understanding the condition behavior
| Monitored field | Illustration | Explanation |
|---|---|---|
| Ticket creation time |  | Counts outgoing from the creation time. To make the warning condition appear first, set the critical time higher than the warning time. |
| Ticket status entry time |  | Counts outgoing from the status time. To make the warning condition appear first, set the critical time higher than the warning time. |
| Fixed appointment start time |  | Counts outgoing from the fixed appointment start time. To make the warning condition appear first, set the critical time higher than the warning time. |
| Fixed appointment end time |  | Counts towards the fixed appointment end time. To make the warning condition appear first, set the warning time higher than the critical time. |
| Dispatch appointment start time |  | Counts outgoing from the dispatch appointment start time. To make the warning condition appear first, set the critical time higher than the warning time. |
| Dispatch appointment end time |  | Counts towards the dispatch appointment end time. To make the warning condition appear first, set the warning time higher than the critical time. |
| Due date |  | Counts towards the due date. To make the warning condition appear first, set the warning higher than critical. |
How to create & edit conditions
- Click on the Plus button to open the New Condition form (or click on an item in the list to edit it).
- Decide if your new or existing condition should be set to active in the system.
- Enter a name for your new or existing condition.
- (Optional) – Enter a description for your new or existing condition.
- Select a project from the drop-down for which the condition should be applied.
- Enter a time in minutes, hours, or days in the Warning timer field.
- Enter a time in minutes, hours, or days in the Critical timer field.
- Decide if you want to apply the SLA Profile calculation for your condition.
Please note that you can apply the SLA Profile calculation for each condition individually. - Select a Monitored Field from the drop-down. The timers will use this field as a reference.
Please understand the monitored fields first and how conditions behave, before configuring your condition. - (Optional) – You can make your condition dependent on ticket status by selecting a status in the Ticket status field.
- Click Save.
How to extend conditions
You can extend conditions with additional checks by using the Advanced tab inside the Condition editing form. Extending a condition means giving it more/other triggers to actually initiate. For example, you can run additional checks to monitor the SLA field and/or Subcategory field with personalized warnings and critical timers.
- Open an existing condition from the list by clicking on the condition itself.
- Go to the Advanced tab.
- Add one or more extensions according to your use case.
You can use minutes, hours, or days as timer values.
Please attend the condition behavior rules when configuring the values.
