Matching Conditions with OR AND criteria under Workflow Actions

How to setup Matching Conditions with OR AND criteria under Workflow Actions

Description:

This document provides explanation and steps on how to configure an OR condition or AND condition under the Matching Criteria for Workflow Actions

Question:

How to setup Matching Conditions with OR AND criteria under Workflow Actions?

Answer:

Create a new Workflow Action, select Ticket Type and Name and Save.
1. How to create an OR matching condition
Navigate to MANAGE >> Tools >> Workflow Actions and create a new Action.
Then click on Create New button to add matching conditions
 
Enter the first criteria, example Urgency = High. Click on Apply Changes for the condition to save
 
The first condition appears here
 
Now to add an OR condition, click on 'Create New' button again under Matching Conditions Tab
 
Now set the second condition, example Priority = Critical and then click on Apply Changes button
 
The second condition will store with an OR condition
 
2.How to create an AND matching condition
If you want to input an AND condition along with the criteria 'urgency = high', then go to the Criteria section and click on the area where this condition is visible
 
The fields below this section will refresh.
Now here itself add the AND condition. Example Impact = High

So what we are really doing here is setting matching condition: urgency = high and impact = high
 Once you save the condition you will see the AND criteria added
 
 
Summary:
To add an AND condition, specify all the conditions in the same criteria
To add an OR condition, click on 'Create New' button and specify each condition separately.
 
NOTE:
If the above conditions are to be added as an exclusion rule, then all you need to do is set the Match Type = Exclude each time you save the condition
 
 
Note: If your are using the Exclude condition then the OR condition will change to AND. This is by design.
If you want a condition like NOT [urgency] = High OR NOT [impact] = High
then you will need to configure this using the Include condition and mention all the other values other than High
i.e. your condition will need to configured as [urgency] = Medium OR [urgency] = Low OR [impact] = Medium OR [impact] = Low 
Additional Note:
When using Process Workflow, the workflow actions are visible based on how you join the boxes. So in case you are configuring Actions using Process Workflow then the action is visible or not visible based on where you place it in the workflow.

Keywords: Workflow; matching condition; workflow action