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.