Expert Mode
===========

.. warning:: **🚧 Hosted environment specific limitation 🚧**

   AND / OR (expert mode) for ticket conditions are only available for
   **Plus** package users.

Enabling the *expert mode* within your ticket conditions allows you to use
*AND / OR* conditions for any supported method. You can decide which workflow
requires this enhanced configuration individually. This section expects that
you had a look at :doc:`basics` already.

Limitation
----------

Zammad offers up to three layers of conditions allowing you to configure
very detailed and complex conditions.

Switching to Expert Mode
------------------------

You can enable or disable *expert mode* in any supported condition screen.
To do so, simply use the *expert mode* button on the lower right below the
*conditions for affected objects* area.

.. figure:: /images/misc/object-conditions/enable_expert-mode.gif
   :alt: Screencast showing expert mode being enabled in trigger dialog

Logic Block Conditions
----------------------

Zammad's condition expert mode allows you to use logic blocks.
These blocks enable you to have one or several sets of conditions that
have to match your requirement. These blocks allow matching as *and / or* and
*no match*.

Match all (AND)
   All conditions in this block will be matched with "AND".
   This requires all conditions to be met in order to be matched positive.

Match any (OR)
   Any condition in this block will be matched with "OR".
   This requires one condition to be met in order to be matched positive.

Match none (NOT)
   All conditions in this block will be matched with "AND".
   To be matched positive, no or any condition may match - but not all together.

See :ref:`evaluation order <evaluation-order>` to understand how Zammad
evaluates triggers in expert mode.

Adding Conditions and Logic Blocks
----------------------------------

By using the |subclause| icon you can add as many logic blocks as you need.
New blocks will be added below the object you're using the |subclause| icon on.

The level will be automatically set to a lower level than the object you're
using it on.

   .. figure:: /images/misc/object-conditions/adding-logic-blocks.gif
      :alt: Screencast showing new logic blocks being added
      :align: center


   The same behavior also applies to conditions *within* logic blocks!

   .. figure:: /images/misc/object-conditions/adding-conditions-to-blocks.gif
      :alt: Screencast showing new conditions being added to logic blocks
      :align: center

.. warning::

   Note that removing condition blocks removes **all blocks and conditions**
   with it!

.. |subclause| image:: /images/icons/subclause-64px.png
   :alt: Icon for adding a new subclause block
   :width: 16px

Re-arranging Conditions and Logic Blocks
----------------------------------------

Use ≡ to drag conditions or logic blocks and drop them to the position desired.
By using drag and drop, you won't need to remove and re-add conditions.

Moving logic blocks will also move any condition and, if applicable,
logic blocks that are below it.

While you can adjust the order of conditions without any further logic
blocks, this won't have any consequences.

.. figure:: /images/misc/object-conditions/re-arranging-conditions.gif
   :alt: Screencast showing dragging and dropping conditions

.. _evaluation-order:

Evaluation Order
----------------

Here's a fairly complex diagram on how Zammad evaluates conditions and their
blocks.

.. mermaid::

   graph LR
      %% Hack for proper spacing,
      %% see https://github.com/mermaid-js/mermaid/issues/3779
      classDef addSpacing margin:0,padding:0,display:none;

   subgraph ConditionCollection["Condition collection"]
      TL["Top level (match AND)"]
      TLA(Condition 1-1)
      TLB(Condition 1-2)
      subgraph SecondLevelA["2nd level A (match OR)"]
         x[" "]:::addSpacing
         SLA1(Condition 2-1)
         SLA2(Condition 2-2)

         subgraph ThirdLevelA["3rd level A (NO match)"]
            TLA1(Condition 3-1)
            TLA2(Condition 3-2)
         end
         subgraph ThirdLevelB["3rd level B (match AND)"]
            TLB1(Condition 3-3)
            TLB2(Condition 3-4)
         end
      end
      subgraph SecondLevelB["2nd level B (match AND)"]
         SLB1(Condition 2-3)
         SLB2(Condition 2-4)
      end
   end

   subgraph MTLA["Evaluate 3rd level A"]
      direction LR

      MTLA1[3-1]
      MTLA2[3-2]
      MTLA1 -- AND --- MTLA2
   end

   subgraph MTLB["Evaluate 3rd level B"]
      direction LR
      MTLB1[3-3]
      MTLB2[3-4]
      MTLB1 -- AND --- MTLB2
   end

   subgraph MSLC["Evaluate 2nd level A"]
      direction TB
      MTLC1[2-1]
      MTLC2[2-2]
      MTLC3[Negated <br> Result 3rd level A]
      MTLC4[Result 3rd level B]
      MTLC1 -- OR --- MTLC2
      MTLC2 -- OR --- MTLC3
      MTLC3 -- OR --- MTLC4
   end

   subgraph MSLD["Evaluate 2nd level B"]
      direction LR
      MTLD1[2-3]
      MTLD2[2-4]
      MTLD1 -- AND --- MTLD2
   end

   subgraph MFLA["Evaluate Top level"]
      direction TB
      MFLA1[1-1]
      MFLA2[1-2]
      MFLA3[Result 2nd level A]
      MFLA4[Result 2nd level B]
      MFLA1 -- AND --- MFLA2
      MFLA2 -- AND --- MFLA3
      MFLA3 -- AND --- MFLA4
   end

   Finish["Condition result <br> (match / no match)"]

   TLA1 --> MTLA
   TLA2 --> MTLA
   TLB1 --> MTLB
   TLB2 --> MTLB
   MTLA ==> MSLC
   MTLB ==> MSLC
   SLA1 --> MSLC
   SLA2 --> MSLC
   SLB1 --> MSLD
   SLB2 --> MSLD
   TLA  --> MFLA
   TLB  --> MFLA
   MSLC ==> MFLA
   MSLD ==> MFLA
   MFLA ==> Finish