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. The example below uses these conditions in the ALL condition set:
- Ticket | Is | Created
- Channel | Is | Email
-
Organization | Is |
Test org
For the trigger above 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. It will not fire if any of the conditions are not met.
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. The example below uses these 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 a chat or received as an email or the organization on the requester must be Test org, but the ticket does not need to match all three conditions.
The ALL and the ANY condition sets can be used in conjunction. When using both sets of conditions, 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.
For more information, see the articles: Triggers resources.