Rules

Configuration > Tickets > Rules

Configuration > Sales > Rules

Related Guides:

• Ticket Rules

Details#

Field	Type	Description
Rule Name	Free Text	This is the name of the Rule as it appears elsewhere throughout the system.
Use	Single Select	This is where/when the Rule will be evaluated. Options include New Tickets, Existing Tickets, a combination of the two, or a Manual entry, which can be configured below. "New" tickets refer to only checking the rule during the initial logging of the ticket, whereas rules for "Existing" tickets can be checked at any time when something about the ticket changes (i.e. an action is submitted, a field is completed).
Batch size	Integer	These are configured for Manual-type rules, and will determine behaviour when bulk applying a manual rule to tickets. A smaller batch size would usually be used to avoid breaching rate limits of webhooks / runbook integrations.
Delay between batches (milliseconds)	Integer	These are configured for Manual-type rules, and will determine behaviour when bulk applying a manual rule to tickets. A larger delay would usually be used to avoid breaching rate limits of webhooks / runbook integrations.
Precedence	Integer	This value determines the hierarchy in which these rules are evaluated. Rules with a higher precedence will be evaluated first.
Stop matching other rules when matched	Checkbox	When checked, this rule will stop the evaluation path once matched, and no other rules will be processed after that.
Display a notification when matched	Checkbox	When checked, a popup notification will appear when this rule is matched, the text for this can be configured below.
Enabled	Checkbox	Turn off this checkbox to disable this ticket rule.
Criteria	List	The criteria listed here must all be fulfilled for this rule to trigger. These criteria are field-based, and rely on matching conditions with regards to the value of the field.
Field Name	Single Select	(Within Criteria Table) This is where the field the criteria is based off is selected.
Rule Type	Single Select	(Within Criteria Table) This is where the rule threshold is set, i.e. if it has to be exact or exclude certain values.
Exclude partial word matches	Checkbox	(Within Criteria Table) This will only appear if the rule type is set to "Contains (comma separated value)". When enabled, partial word matches will be ignored, i.e. if the criteria is "Ward", it will ignore "Award".
Team	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's Team.
Agent	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's assigned Agent. This includes options to choose a specific agent, use intelligent routing options or assign to the account manager, primary or secondary agent for the client. For more information on the intelligent routing options available checkout Distributing Tickets in Halo (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching).
Service Level Agreement	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's SLA.
Priority	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's Priority.
Status	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's Status.
Category 1	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's Category 1 value. (This is often renamed).
Resolution Code	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's Category 2 value. (This is often renamed).
Category 3	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's Category 3 value. (This is often renamed).
Category 4	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's Category 4 value. (This is often renamed).
Product	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's related Product.
Workflow	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's Workflow.
Template	Single Select	When this rule is matched and applied, the selected value here will be applied as the ticket in question's template.
Indexable	Checkbox	Only applicable when "Determine whether a Ticket is indexed based on Ticket rules" is enabled (under Configuration > AI > General Settings). When checked, tickets that match this rule will be indexed for AI Suggestions and insights.
Set Ticket list colour	Checkbox > Hex Code	When this rule is matched and applied, the selected value here will be applied as the ticket in question's List colour.
Other Outcomes	List	Any fields added to this list will be populated with the entered value once this rule is matched and applied.
Popup display message	Free Text	Should you like to overwrite the default notification message when this rule is matched, you can enter a message in this box and it will be used instead of the default.
Popup message is HTML?	Checkbox	When enabled you can write the content of your popup message in HTML.
Notifications	List	Should any notifications be added to this list, they will be automatically set to the "Rule Matched" trigger, with the rule to match being the rule that it's being added from. The rest of the notification configuration is the same as a regular notification. Should any notifications be set up elsewhere that are triggered by this rule, they will be present in this list already.