Object Conditions

Introduction

This page describes the attribute checks you can execute for different object attributes. You can use these checks in different places in Zammad like triggers or defining overviews. Please note that the available attributes and the condition operators depend on the object context and where you want to use it.

With these object attribute conditions you should be able to create quite complex conditions. However, if you need to have additional AND/OR relations for your conditions, have a look at the expert mode section, where you can find a description how to use it.

Object Types

Depending on the location and selected attribute, the object context may change. The default basic objects in Zammad are:

• Ticket

• User

• Organization

• Group

Within these 4 objects, you can even create your own custom attributes and use them for conditions. However, there are more object types and special context depending on the feature you want to create a condition:

• Article

• Customer

• Execution time

• Session

Attribute Types

Depending on the attribute type, you can choose from different operators to execute checks and build your conditions. Have a look below where you can find a table with special functions followed by a listing of attribute types and their operators.

Special Fields

There are built in functions in Zammad which are selectable while creating or editing a condition. Find them in the following table.

Field	Context	Description	Operators	Offered values
Action	Article, ticket	Checks performed action. Only available in triggers.	is is not	created updated merged into received merge
Calendar	Execution time	Checks if event is in working time. Only available in triggers and scheduler.	is in working time is not in working time	Pre-defined calendars
Customer	Ticket	Checks ticket customer.	is is not has changed	current user specific user not set
Detected Language	Article	Checks the language of the article.	is is not	All languages which are supported by the language detection service.
Existing members	Organization	Checks if organization has members.	is is not	yes no
Existing tickets	Ticket customer/ owner	Checks if tickets are assigned. Only available in scheduler.	is is not	yes no
Group	Ticket	Checks affected group.	is is not	All configured and active groups.
Organization	Ticket, customer	Checks affected organization.	is is not	current user organization specific organization not set
Owner	Ticket	Checks the owner.	is is not	current user specific user not set (not defined)
Sender	Article	Checks the type of sender.	is is not	System Agent Customer
State	Ticket	Checks ticket state.	is is not	All configured ticket states.
Subscribe	Ticket	Checks if user is a ticket subscriber	is is not	current user specific user not set (not defined)
Tags	Ticket	Checks tags of a ticket.	contains all contains one contains all not contains one not	Text input field
Time Accounting	Article	Checks if time is accounted.	is set not set	-
Type	Article	Checks the type of the article.	is is not	All available article types.
Visibility	Article	Checks the visibility of the article.	is is not	internal public

Text Field

Checks if any field of type text contains a specific string. The configured “Type” of input fields has no impact on the available options.

Available operators for matching:

• contains: Matches if text contains a specific string.
• contains not:

  Matches if text does not contain a specific string.
• is any of:

  Matches if text is equal to any of given tokens.
• is none of:

  Matches if text is not equal to all of given tokens.
• starts with one of:

  Matches if text starts with one of given tokens.
• ends with one of:

  Matches if text ends with one of given tokens.
• matches regex:

  Evaluates if text matches provided regular expression (see also remarks).
• does not match regex:

  Evaluates if text does not match provided regular expression.

Textarea Field

Checks if any field of type textarea contains a specific string.

Available operators for matching:

• contains

• contains not

• has changed

Boolean Field

Checks if any field of type boolean is true.

Available operators for matching:

• is

• is not

• has changed

Integer Field

Checks if any field of type integer has a specific value.

Available operators for matching:

• is

• is not

• is less than

• is less than or equal to

• is greater than

• is greater than or equal to

• has changed

Date Field

Checks if a date is before or past (both absolute or relative) a specific point in time or time period. Relative operators allow you to define a time period in seconds, minutes, hours, days, weeks, months or years.

Available operators for matching:

• before (absolute):

  If the date field’s value is before the configured date, the condition will be met.
• after (absolute):

  If the date field’s value is after the configured date, the condition will be met.
• before (relative):

  Matches the date field’s value if the value is before the current date minus the selected time period.
• after (relative):

  Matches the date field’s value if the value is after the current date plus the selected time period.
• within last (relative):

  Matches the date field’s value if the value is in between the current date and the current date minus the selected time period.
• within next (relative):

  Matches the date field’s value if the value is in between the current date and the current date plus the selected time period.
• till (relative):

  Matches the date field’s value if the value is before the current date plus the selected time period.
• from (relative):

  Matches the date field’s value if the value is after the current date minus the selected time period.
• has changed:

  The field has been changed during a ticket update.

To help you understand the time conditions of Zammad better, below diagram might also be helpful to you.

gantt title Date & Date Time condition timings dateFormat DD.MM.YYYY axisFormat %d.%m. todayMarker off 13.06. (now) :crit, milestone, 13.06.2023,0d section before<br>(absolute) 11.06. :beforeabs, 09.06.2023, 2d section after<br>(absolute) 15.06. :after withinnext, 2d section before<br>(relative) 2 days :09.06.2023, 2d section after<br>(relative) 2 days :after withinnext, 2d section within last<br>(relative) 2 days :withinlast, after beforeabs, 2d section within next<br>(relative) 2 days :withinnext, after withinlast, 2d section til<br>(relative) 2 days :09.06.2023, 6d section from<br>(relative) 2 days :after beforeabs, 6d

Date & Time Field

Checks if a date and time is before or past (both absolute or relative) a specific point in time or time period. Relative operators allow you to define a time period in seconds, minutes, hours, days, weeks, months or years.

Available operators for matching:

• before (absolute):

  If the date & time field’s value is before the configured date and time, the condition will be met.
• after (absolute):

  If the date & time field’s value is after the configured date and time, the condition will be met.
• before (relative):

  Matches the date & time field’s value if the value is before the current date and time minus the selected time period.
• after (relative):

  Matches the date & time field’s value if the value is after the current date and time plus the selected time period.
• within last (relative):

  Matches the date & time field’s value if the value is in between the current time and the current time minus the selected time period.
• within next (relative):

  Matches the date & time field’s value if the value is in between the current time and the current time plus the selected time period.
• till (relative):

  Matches the date & time field’s value if the value is before the current date and time plus the selected time period.
• from (relative):

  Matches the date & time field’s value if the value is after the current date and time minus the selected time period.
• has changed:

  The field has been changed during a ticket update.
• has reached:

  Checks if the time set in this field was reached.

  Only available for Pending time and Escalation time in Trigger conditions.
• has reached warning:

  The time set in this field will be reached in less than 15 minutes.

  Only available for Ticket’s Escalation time in Trigger conditions.

Have a look at the diagram above. It applies also for date & time but you additionally have hours and minutes on top to use.

Single Selection Field

Checks if selected field values match the attribute value. It allows you to select one or more values of the attribute in question. Selecting more than one value in the condition will act like an “OR” clause.

Available operators for matching:

• is

• is not

• has changed

Multiple Selection Field

Checks if selected field values match the attribute value(s).

Available operators for matching:

• contains all:

  Matches if all given field values are selected (AND logic).
• contains one:

  Matches if at least one of the given field values is selected (OR logic).
• contains all not:

  Matches if not all given field values are selected (at least one is missing). This means “not all of”, not “none of”.
• contains one not:

  Matches if none of the given field values are selected. This means “none of”, not “not all of”.

Note

In core workflows, these operators have different semantics. See core workflow condition operators for details. Example scenarios for the operators described here can be found in Multi-Select Operator Examples below.

Single Tree Selection Field

Checks if a selected field value match the attribute value. Selecting more than one value in the condition will act like an “OR” clause.

Available operators for matching:

• is

• is not

• has changed

Multiple Tree Selection Field

Checks if selected field value(s) match the attribute value(s).

Available operators for matching:

• contains all

  Matches if all given field values are selected (AND logic).
• contains one

  Matches if at least one of the given field values is selected (OR logic).
• contains all not

  Matches if not all given field values are selected (at least one is missing). This means “not all of”, not “none of”.
• contains one not

  Matches if none of the given field values are selected. This means “none of”, not “not all of”.

Additional Information and Remarks

General

Ticket context conditions do not support:

• regular expressions

• case sensitive string conditions

• Basic conditions do not support the same attribute to be selected more than once

has changed conditions:

Are only available for ticket attributes and don’t affect:

• Ticket articles attributes

• Organization attributes

• User attributes

• Group attributes

Differences in input fields:

Please note that the input field for tokens doesn’t support the comma as separator (as in the input field for tags). If you use the comma in the token input field, the comma is included in you token.

Example:

A added with enter/tab, B and C separated with comma (resulting in one token).

Multi-Select Operator Examples

The contains family of operators for multi-select fields compares two sets of values: the values currently in the field and the values specified in the condition. The diagrams below show the condition values as an orange circle and the field values as a blue circle.

Be aware that these operators behave differently in core workflows. See core workflow condition operators for a side by side comparison.

Example 1: Condition A, B - Field A, B, C

In this scenario, the field holds the values A, B and C, while the condition asks for the values A and B.

Condition values A, B overlap with field values A, B, C.

Operator	Matches?	Why
contains one	yes	A and B are in both sets (OR logic).
contains all	yes	Both A and B are present (AND logic).
contains all not	no	All condition values are present in the field.
contains one not	no	The field has values in common with the condition.

Example 2: Condition A, B, C - Field C, D

In this scenario, the field holds the values C and D. The condition value C is present in the field, while A and B are not.

Condition values A, B, C partially overlap with field values C, D.

Operator	Matches?	Why
contains one	yes	C is in both sets (OR logic).
contains all	no	Only C of the three condition values is present.
contains all not	yes	A and B are missing from the field.
contains one not	no	C is in both the field and the condition.

This partial overlap is where the two “not” operators part ways: contains all not matches because a single condition value is missing, while contains one not does not match because the one common value is enough to block it.

Example 3: Condition A, B - Field C, D

In this scenario, the field holds the values C and D, which have nothing in common with the condition values A and B.

Condition values A, B have no overlap with field values C, D.

Operator	Matches?	Why
contains one	no	No value is in both sets.
contains all	no	Neither A nor B is present.
contains all not	yes	A and B are missing from the field.
contains one not	yes	The field has no value in common with the condition.

Example 4: Condition A, B - Field is empty

In this scenario, the field holds no values at all, while the condition asks for the values A and B.

The field holds no values at all.

Operator	Matches?	Why
contains one	no	No value is present.
contains all	no	No value is present.
contains all not	yes	No condition value is present in the field.
contains one not	yes	The field has no value in common with the condition.

Regex

Regex support

matches regex and does not match regex are supported only in Triggers, Time Accounting selector, Postmaster Filters, Automatic ticket assignment and Core Workflow.

“Old” style regex:... conditions

If you update your Zammad from 6.0 or prior and you have already conditions with contains or contains not including a regex filter (i.e. regex:^(foo|bar)$), Zammad tries to migrate them to the new matches regex and does not match regex operators.