Conditional view: fulfil A and B conditions OR fulfil C and D conditions. Is this possible?
I am splitting one main view into two (one for each support office). I want office A to see tickets from region A and office B to see tickets from region B. However, I also want the offices to be able to see tickets from their region which are currently assigned to an agent in the other region.
In other words, I want a view that says the following:
If ticket location is A, go in to queue A OR if ticket location is B and assignee is in location A, go into queue A
And vice versa.
I can't seem to set this up. Can anyone give me some tips to point me in the right direction?
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Hi Kathryn,
Can you be more specific about what the attributes are, that you're trying to filter on?
Are these user defined fields (Location, queue)?
Normally the second area of the view:
Meet any of the following conditions:
is designed for exactly this purpose.
Phil @ Nexmo
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Hey Phil,
Sorry - I realised after posting this that I was being extremely vague! The issue I was struggling with is that it's not possible to create grouping of conditions. For example:
[Ticket unassigned
AND
Customer based in Location A]
OR
[Ticket assigned
AND
Customer based in Location B
AND
Agent based in Location B]
After thinking about this for a while, I was able to figure out a solution. However, it required the creation of three separate triggers per location, which is less than ideal. Still, it seems to be working now and that's what's important!
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+1 on this request. I feel like this is basic conditional rule logic. We need the ability to have rules such as (A and B) or (C and D).
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We'd also love to have an update on this. An additional layer of AND/OR combinations would allow the above:
- (A and B) OR (C and D)
- (A or B) AND (C or D)
This logic would be applied to Views, Triggers, and Automations.
Can someone @Zendesk confirm if there are any feature requests about this, please? If not, I'll be happy to add it.
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Hey Pedro -
I do not believe there are any existing feature requests on this, thanks for offering to create it.
Once you've created that post, please you drop the link in this thread and then I'll close this one for comments so the conversation can get focused on your request.
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Hi Nicole, here's the link: https://support.zendesk.com/hc/en-us/community/posts/360029921534
Thanks!
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Thanks, Pedro!
If any other users have a similar request, please go up-vote and comment on Pedro's post.
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