How to Configure Lookup Fields for Condition and Action Support

The automation feature streamlines ticket management by automatically filling ticket lookup fields with information from associated contacts, contact groups, or agent. This automation ensures consistent and accurate data handling during ticket creation, updates, and time-triggered events.

Key benefits

• Reduces manual data entry by auto-filling related information.
• Improves data accuracy by ensuring consistency.
• Enhances workflow efficiency through automation.
• Maintains data integrity by enforcing valid relationships.
• Simplifies data management by linking related records.

Data sources for Lookup fields

Lookup fields consist of the 3 data sources:

1. Users (Agents and Contacts)
2. Contact Group
3. Agent Group

Optimized filtering conditions for Lookup fields

1. Contact Group Data Source

• No restrictions: All valid contact groups can be selected.
• If filtering by Tags (In operator), only selected tag-based groups can be chosen.

2. Agent Group Data Source

• No restrictions: Any valid agent group can be selected.

3. Users (Agents/Contacts)

• Selecting Agent Lookup fields allows for the selection of valid Agents.
• Selecting Contact Lookup fields allows for the selection of valid Contacts.
• Using the In operator with Tags includes only users associated with the selected tags.

Module - specific dependency

• Contacts - The ticket requester will be considered for contact.
• Contact Group - The requester must belong to a group; if multiple memberships exist, only the primary group will be used.
• Agent - The ticket-assigned agent will be considered for the agent.

Reference field requirements

Limitations

• Only applicable to ticket module Lookup fields.
• Proper mapping between source and target modules is required.
• Field mapping for Lookup fields will be updated based on the presence and accuracy of contact or group data.

Example 1: Agent Group

Condition: If the Ticket Module Lookup Fields is a Users (Agent type) field and is set to “Is” with the value “John”, with the priority ‘Is Not’ having the value ‘Critical’, the system recognizes it as a match and applies to the condition.
Action: If the Lookup Fields is the Agent Group Type and is referenced, apply the Agent Group Type without restrictions, then proceed with the action accordingly.
Since the Agent Group has no filtering, all valid agent groups are accepted.

Example 2: Contact Group Type

Condition: If the field is “Agent,” the Data Source is “Contact Group,” the operator is “is not,” the value is “Migration Team,” and the Status is “New,” then the specified action will be performed.
Action:

1. For the support group, all valid Contact Groups can be chosen without restrictions. If a condition is applied, only the matching Contact Groups will proceed.
2. For the Client Group, the rule applies to Contact Groups with a specific tag (eg., automation), and the condition (eg., import feature) will be implemented.
3. For the User Community field, the field will remain empty. Even if a specific tag (e.g., “automation team”) is chosen, it will not be assigned unless it has the “automation” tag.

Action notes for Contact Group:

1. If the Reference Contact Group or Fixed Contact Group contains the specified ticket module filtering Condition Tags, the system executes the action.
2. If the Reference Contact Group or Fixed Contact Group does not contain the specified ticket module filtering condition tags, the Contact Group Reference Fields’ action is not performed.
3. If the Ticket Module Contact Group does not contain any filtering Condition, then the rule applies to all valid Contact Groups without restriction.

Example 3: User (Agent/Contact) Type

Condition: If the Contact Module Users (Agent / Contact) Type field is “is not empty” and the Event Performer condition is met, the following action will be performed.

Action: There are three actions:

1. Agent-to-Agent Relation.
2. Contact-to-Agent Relation.
3. Users-to-Agent Relation.

In this scenario, only applied two actions, Agent to Agent Relation, and Users to Agent Relation.

Action notes for users:

1. If the Ticket Module is Agent Type, but the Reference Field or Fixed Type is Contact Type, the action will not be triggered.
2. If the Ticket Module is Contact Type, but the Reference Field or Fixed Type is Agent Type, the action will not be triggered.
3. If both the Ticket Module and Reference Field are either Contact or Agent Type, the specific action will be triggered.
4. If no filtering condition is applied to the Ticket Module, the action applies to all valid users.
5. If the Ticket Module includes users with tags (using the “in” operator), the action applies only to those specific valid users.