Question
What is the difference between the meet all of the following conditions and the meet any of the following conditions in views, 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. This means that 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
- Channel | Is | Email
- Organization | Is | Test org
For the trigger to perform any action on a ticket, the ticket must be created, sent in as an email, and the organization associated with the requester must be Test org.
Conditions in meet any of the following conditions utilize the or operator. This means that 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:
- Channel | Is | Chat
- Channel | Is | Email
- 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. 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.
5 Comments
Is there any way to have multiple "meet any" sections?
We need to create a view that contains tickets that are assigned to one of two groups, and assigned to either the current user or not assigned to an individual. Our current workaround is clunky and inefficient. We have every group listed in the "all" section with the operator "Is not", then in the "any" section we have listed "assigned to current user" or "assigned to -" as the criteria. Whenever we add a group to our organization, we need to go in to change all the views, triggers, and automations that are set up like this.
I'd like to have a "meet all" section, then the ability to add more "meet any" sections.
Hi Britton!
While there are no multiple meet any sections for views, my way of approaching this would be creating two different views each with "Group is" in all conditions and "Assignee is current user" and "Assignee is -" in the any condition. This would ease the process when a new group is added.
You can also create a post in our Product feedback forum with your use case. This alerts our feedback team who will review your request
https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback
Views seems to be handled differently than Triggers and Automations because it's not a business rule.
The verbiage for Views is "Tickets can meet any of these conditions to appear in the view" versus the verbiage for Triggers/Automations which just says "Meet ANY of the following conditions".
When I create a view, it seems to me that the Any list is more like a suggestion list. Example: I have in ALL the following - Assignee: "-" and Group: "Support". And it doesn't seem to matter how many conditions I have in the ANY section, all tickets unassigned and in the Support group will show up in the view. As if it's meeting only the ALL conditions.
As if the view can include those, but it doesn't have to. LOL
Hi Joshua,
Thanks for reaching out! 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. This means that 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
Channel | Is | Email
Organization | Is | Test org
For the trigger to perform any action on a ticket, the ticket must be created, sent in as an email, and the organization associated with the requester must be Test org.
Conditions in meet any of the following conditions utilize the or operator. This means that 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:
Channel | Is | Chat
Channel | Is | Email
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. 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.
Kharlo | Customer Advocate
support@zendesk.com
Thanks for the reply Kharlo. It doesn't seem to answer my issue, however. Would it be helpful for me to provide screenshots so you can see the difference in results between Triggers and Views?
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