Expert Mode

Note

• This function is only available in self hosted instances and for cloud users with a Plus package.

• Up to three layers of conditions are supported.

Enabling the expert mode within your ticket conditions allows you to use AND / OR / NOT operators for any supported method. You can decide which workflow requires this enhanced configuration individually. This section expects that you had a look at Object Conditions already.

Switching to Expert Mode

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

Logic Block Conditions

In Zammad’s expert mode, you can establish relationships between conditions using logical operators. These operators enable you to have one or several sets of conditions that have to match your requirement.

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)

Conditions in this block will be matched with “OR”. This requires one or more conditions - but not all - to be met in order to be matched positive.

Match none (NOT)

All conditions in this block will be matched with “NOT”. To be matched positive, no condition may match.

See evaluation order to understand how Zammad evaluates triggers in expert mode.

Adding Conditions and Logic Blocks

By using the icon you can add new logic blocks. New blocks will be added below the object you’re using the icon on.

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

The same behavior also applies to conditions within logic blocks!

Warning

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

Re-arranging Conditions and Logic Blocks

Use the ≡ handle to drag conditions or logic blocks and drop them to the desired position. 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.

Evaluation Order

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

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