Condition sets in triggers and automations Follow

Question

What is the difference between the meet all of the following conditions and the meet any of the following conditions sections in triggers and automations? Can I use them together?

Answer

The different condition sets within triggers refer to the operators that apply between each condition. 

Conditions in meet all of the following conditions utilize the and operator, meaning each condition in this section must be true for a ticket in order for the trigger to fire. For example, I have the following conditions in the all condition set:

  • Ticket is Created
  • Ticket Channel is Email
  • Ticket Organization is Test Org

For the condition set above, a ticket must be created, sent in as an email, and the organization associated to the requester must be Test Org in order for the trigger to perform any action on the ticket. 

Conditions in meet any of the following conditions utilize the or operator, meaning at least one condition in this section must be true for a ticket in order for the trigger to fire. For example, I have the following conditions in the any condition set:

  • Ticket Channel is Chat
  • Ticket Channel is Email
  • Ticket Organization is Test Org

For the condition set above, a ticket must either be received as chat or received as an email or the organization on the requester must be Test Org, but does not need to match all three. 

The all and the any condition sets can be used in conjunction. When using both, a ticket must match every condition in the all section, plus at least one of the conditions in the any section. Please note, if there is only a single condition in the any section, it must be true. The OR does not apply between conditions in the separate condition sets.

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