Allow trigger conditions to be exclusive
In the current state, triggers are defined such that the conditions can be either "Meet all of these conditions OR any of these conditions". I would like to suggest that the ability be granted for triggers to be exclusive. This would mean that it would be possible to set a trigger such that its conditions can be "Must meet all of these conditions AND any of these conditions."
The difference is that now, triggers can be initiated when any condition is met in the "Any" section, regardless of what conditions exist in the "All" section. I want the ability to limit a trigger so that no matter what, it must meet a minimum set of conditions.
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Hi Stephen,
What you're requesting is actually the way trigger (and automation) conditions work today: all of the "All" conditions must be true, and in addition to that, at least one of the "Any" conditions must also be true, for the trigger or automation to execute its actions. There some more detail and an example here: Understanding trigger conditions and actions
If you've seen behavior different than this, can you provide an example? Otherwise, it may just be that we could do a better job making clear in our admin interface how the All and Any conditions interact with each other.
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One of my staff has graciously already compiled a list of tickets demonstrating this issue.
200054
199931
199942
200263
196633
196756
196570In each of these cases, we have a trigger with conditions to assign a ticket to a particular member of our team if it uses a certain form and has a specific value in a field contained on that form. Additionally, there are conditions defined so that the ticket must also have any one of a list of values in a separate field.
In spite of this trigger, the tickets listed above did not have the trigger applied, even though they satisfied the conditions of the trigger at the time of their creation. -
Thanks Stephen, I'll have our support team take a look with you.
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