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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 the condition should trigger, you configure thresholds.
Inside the Admin panel go to Process → 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) Insert 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 stick to the condition behavior rules when configuring the values.
