Rule Conditions Reference

Conditions are optional filters that narrow down when a rule's actions execute. A rule fires only when the trigger occurs and all specified conditions are met.

Available Conditions

• Ticket is overdue by � The ticket has been overdue for a specified duration.
• Custom field equals � A custom field matches a specific value.
• Ticket was not updated for � The ticket has not received any updates for a specified period.
• Ticket priority is � The ticket priority matches a selected value.
• Ticket category/section is � The ticket belongs to a specific category or section.
• Ticket status is � The ticket has a specific status.
• Ticket subject contains � The ticket subject line contains specified text.
• Ticket subject equals � The ticket subject exactly matches specified text.
• Ticket body contains � The ticket body contains specified text.
• Ticket comes from company � The ticket was submitted by a user from a specific company.

You can combine multiple conditions. All conditions must be true for the rule's actions to execute.