<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important;
font-size: inherit;
height: 1em;
width: 1em;
min-height: 20px;
min-width: 20px;
display: inline-block;
margin: -0.1em 0.1em 0.1em;
line-height: 1;
vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal;
font-family:
"Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji",
"Segoe UI Symbol", "Android Emoji", "EmojiSymbols";
display: inline;
line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1;
color: #5e35b1;
margin-left: 0;
padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4;
color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047;
color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block;
margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right;
margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left;
margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right;
margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0;
text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0;
text-align: left;
}
img.fr-dib {
margin: 5px auto;
display: block;
float: none;
}
img.fr-bordered {
box-sizing: content-box;
border: solid 5px #ccc;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px;
-moz-border-radius: 10px;
-webkit-border-radius: 10px;
-moz-background-clip: padding;
-webkit-background-clip: padding-box;
background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important;
font-size: inherit;
height: 1em;
width: 1em;
min-height: 20px;
min-width: 20px;
display: inline-block;
margin: -0.1em 0.1em 0.1em;
line-height: 1;
vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal;
font-family:
"Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji",
"Segoe UI Symbol", "Android Emoji", "EmojiSymbols";
display: inline;
line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1;
color: #5e35b1;
margin-left: 0;
padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4;
color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047;
color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block;
margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right;
margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left;
margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right;
margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0;
text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0;
text-align: left;
}
img.fr-dib {
margin: 5px auto;
display: block;
float: none;
}
img.fr-bordered {
box-sizing: content-box;
border: solid 5px #ccc;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px;
-moz-border-radius: 10px;
-webkit-border-radius: 10px;
-moz-background-clip: padding;
-webkit-background-clip: padding-box;
background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important;
font-size: inherit;
height: 1em;
width: 1em;
min-height: 20px;
min-width: 20px;
display: inline-block;
margin: -0.1em 0.1em 0.1em;
line-height: 1;
vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal;
font-family:
"Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji",
"Segoe UI Symbol", "Android Emoji", "EmojiSymbols";
display: inline;
line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1;
color: #5e35b1;
margin-left: 0;
padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4;
color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047;
color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block;
margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right;
margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left;
margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right;
margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0;
text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0;
text-align: left;
}
img.fr-dib {
margin: 5px auto;
display: block;
float: none;
}
img.fr-bordered {
box-sizing: content-box;
border: solid 5px #ccc;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px;
-moz-border-radius: 10px;
-webkit-border-radius: 10px;
-moz-background-clip: padding;
-webkit-background-clip: padding-box;
background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important;
font-size: inherit;
height: 1em;
width: 1em;
min-height: 20px;
min-width: 20px;
display: inline-block;
margin: -0.1em 0.1em 0.1em;
line-height: 1;
vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal;
font-family:
"Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji",
"Segoe UI Symbol", "Android Emoji", "EmojiSymbols";
display: inline;
line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1;
color: #5e35b1;
margin-left: 0;
padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4;
color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047;
color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block;
margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right;
margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left;
margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right;
margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0;
text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0;
text-align: left;
}
img.fr-dib {
margin: 5px auto;
display: block;
float: none;
}
img.fr-bordered {
box-sizing: content-box;
border: solid 5px #ccc;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px;
-moz-border-radius: 10px;
-webkit-border-radius: 10px;
-moz-background-clip: padding;
-webkit-background-clip: padding-box;
background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important;
font-size: inherit;
height: 1em;
width: 1em;
min-height: 20px;
min-width: 20px;
display: inline-block;
margin: -0.1em 0.1em 0.1em;
line-height: 1;
vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal;
font-family:
"Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji",
"Segoe UI Symbol", "Android Emoji", "EmojiSymbols";
display: inline;
line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1;
color: #5e35b1;
margin-left: 0;
padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4;
color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047;
color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block;
margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right;
margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left;
margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right;
margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0;
text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0;
text-align: left;
}
img.fr-dib {
margin: 5px auto;
display: block;
float: none;
}
img.fr-bordered {
box-sizing: content-box;
border: solid 5px #ccc;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px;
-moz-border-radius: 10px;
-webkit-border-radius: 10px;
-moz-background-clip: padding;
-webkit-background-clip: padding-box;
background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important;
font-size: inherit;
height: 1em;
width: 1em;
min-height: 20px;
min-width: 20px;
display: inline-block;
margin: -0.1em 0.1em 0.1em;
line-height: 1;
vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal;
font-family:
"Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji",
"Segoe UI Symbol", "Android Emoji", "EmojiSymbols";
display: inline;
line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1;
color: #5e35b1;
margin-left: 0;
padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4;
color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047;
color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block;
margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right;
margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left;
margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right;
margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0;
text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0;
text-align: left;
}
img.fr-dib {
margin: 5px auto;
display: block;
float: none;
}
img.fr-bordered {
box-sizing: content-box;
border: solid 5px #ccc;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px;
-moz-border-radius: 10px;
-webkit-border-radius: 10px;
-moz-background-clip: padding;
-webkit-background-clip: padding-box;
background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important;
font-size: inherit;
height: 1em;
width: 1em;
min-height: 20px;
min-width: 20px;
display: inline-block;
margin: -0.1em 0.1em 0.1em;
line-height: 1;
vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal;
font-family:
"Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji",
"Segoe UI Symbol", "Android Emoji", "EmojiSymbols";
display: inline;
line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1;
color: #5e35b1;
margin-left: 0;
padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4;
color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047;
color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block;
margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right;
margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left;
margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right;
margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0;
text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0;
text-align: left;
}
img.fr-dib {
margin: 5px auto;
display: block;
float: none;
}
img.fr-bordered {
box-sizing: content-box;
border: solid 5px #ccc;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px;
-moz-border-radius: 10px;
-webkit-border-radius: 10px;
-moz-background-clip: padding;
-webkit-background-clip: padding-box;
background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important;
font-size: inherit;
height: 1em;
width: 1em;
min-height: 20px;
min-width: 20px;
display: inline-block;
margin: -0.1em 0.1em 0.1em;
line-height: 1;
vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal;
font-family:
"Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji",
"Segoe UI Symbol", "Android Emoji", "EmojiSymbols";
display: inline;
line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1;
color: #5e35b1;
margin-left: 0;
padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4;
color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047;
color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block;
margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right;
margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left;
margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right;
margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0;
text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0;
text-align: left;
}
img.fr-dib {
margin: 5px auto;
display: block;
float: none;
}
img.fr-bordered {
box-sizing: content-box;
border: solid 5px #ccc;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px;
-moz-border-radius: 10px;
-webkit-border-radius: 10px;
-moz-background-clip: padding;
-webkit-background-clip: padding-box;
background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important;
font-size: inherit;
height: 1em;
width: 1em;
min-height: 20px;
min-width: 20px;
display: inline-block;
margin: -0.1em 0.1em 0.1em;
line-height: 1;
vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal;
font-family:
"Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji",
"Segoe UI Symbol", "Android Emoji", "EmojiSymbols";
display: inline;
line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1;
color: #5e35b1;
margin-left: 0;
padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4;
color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047;
color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block;
margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right;
margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left;
margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left;
margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right;
margin: 5px auto;
}
.styled-table thead tr th:first-child {
width: 28em;
min-width: 28em;
max-width: 28em;
word-break: break-word;
}
.styled-table thead tr th:nth-child(2) {
width: 8em;
min-width: 8em;
max-width: 8em;
word-break: break-word;
}
.styled-table thead tr th:nth-child(3) {
width: 8em;
min-width: 8em;
max-width: 8em;
word-break: break-word;
}
.styled-table thead tr th:nth-child(4) {
width: 8em;
min-width: 8em;
max-width: 8em;
word-break: break-word;
}
.styled-table thead tr th:nth-child(5) {
width: 8em;
min-width: 8em;
max-width: 8em;
word-break: break-word;
}
.styled-table {
border-radius: 5px;
border-collapse: collapse;
margin: 25px 0;
font-size: 1rem;
font-family: "Poppins", sans-serif, "Roboto";
width: 100%;
box-shadow: 0 0 20px rgba(0, 0, 0, 0.15);
}
.styled-table thead tr {
text-align: left;
border-radius: 5px;
}
.styled-table th {
border-radius: 5px;
padding: 12px 15px;
}
.styled-table td {
padding: 12px 15px;
}
.styled-table tbody tr {
border-bottom: 1px solid #dddddd;
}
.styled-table tbody tr:nth-of-type(even) {
background-color: #fafafa;
}
.styled-table tbody tr:last-of-type {
border-bottom: 2px solid $orcolor;
}
</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Ticket Rules</strong></p><p><strong>- Creating a Ticket Rule </strong></p><p><strong>- Criteria</strong></p><p><strong>- Outcomes</strong></p><p><strong>- Notifications</strong></p><p><strong>- Adding OLAs</strong></p><p><strong>- Manual Ticket Rules</strong></p><p><strong>- Monitoring Rules Applied to Tickets</strong></p><p><strong>- Useful Ticket Rule Example</strong></p><p><br></p><p><br></p><p><span style="font-size: 11pt;"><strong>Admin Guides: </strong></span></p><ul><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1341/" rel="noopener noreferrer" target="_blank"><strong>Tickets General Settings</strong></a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2055/" rel="noopener noreferrer" target="_blank"><strong>Ticket Types</strong></a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1820/" rel="noopener noreferrer" target="_blank"><strong>Ticket Rules</strong></a></span></li></ul><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><strong><span style="font-size: 14pt;">Ticket Rules</span></strong></p><p>Ticket rules are a way of updating tickets, if specific conditions are met, these are very useful for automatically updating a ticket for a range of different criteria.</p><p>These rules can be configured in Configuration > Tickets > Ticket Rules.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjMTliNzYyLWU3MmQtNGQxZC04N2I2LWNmMDdkY2QwMTIwZiJ9.zPi7wjEUr7ek7kv8HlobCiVfgJKIRTispIQ6WuPF_Vc" class="fr-fic fr-fil fr-dib" width="1283" style="width: 1285px; height: 530.521px;" height="531"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 1. Ticket Rules Module</span></strong></p><p data-pasted="true" style="
box-sizing: inherit;
margin: 0px;
line-height: 1.4285em;
color: rgb(0, 0, 0);
font-family: sans-serif;
font-size: 14px;
font-style: normal;
font-variant-ligatures: normal;
font-variant-caps: normal;
font-weight: 400;
letter-spacing: normal;
orphans: 2;
text-align: left;
text-indent: 0px;
text-transform: none;
widows: 2;
word-spacing: 0px;
-webkit-text-stroke-width: 0px;
white-space: normal;
background-color: rgb(255, 255, 255);
text-decoration-thickness: initial;
text-decoration-style: initial;
text-decoration-color: initial;
--darkreader-inline-color: var(--darkreader-text-000000, #e8e6e3);" data-darkreader-inline-color="" data-darkreader-inline-bgcolor=""><br></p><p style="
box-sizing: inherit;
margin: 0px;
line-height: 1.4285em;
color: rgb(0, 0, 0);
font-family: sans-serif;
font-size: 14px;
font-style: normal;
font-variant-ligatures: normal;
font-variant-caps: normal;
font-weight: 400;
letter-spacing: normal;
orphans: 2;
text-align: left;
text-indent: 0px;
text-transform: none;
widows: 2;
word-spacing: 0px;
-webkit-text-stroke-width: 0px;
white-space: normal;
background-color: rgb(255, 255, 255);
text-decoration-thickness: initial;
text-decoration-style: initial;
text-decoration-color: initial;
--darkreader-inline-color: var(--darkreader-text-000000, #e8e6e3);" data-darkreader-inline-color="" data-darkreader-inline-bgcolor="">Clicking into the Ticket Rules Module will show your existing Ticket Rules, and allow you to create new Rules.</p><p style="
box-sizing: inherit;
margin: 0px;
line-height: 1.4285em;
color: rgb(0, 0, 0);
font-family: sans-serif;
font-size: 14px;
font-style: normal;
font-variant-ligatures: normal;
font-variant-caps: normal;
font-weight: 400;
letter-spacing: normal;
orphans: 2;
text-align: left;
text-indent: 0px;
text-transform: none;
widows: 2;
word-spacing: 0px;
-webkit-text-stroke-width: 0px;
white-space: normal;
background-color: rgb(255, 255, 255);
text-decoration-thickness: initial;
text-decoration-style: initial;
text-decoration-color: initial;
--darkreader-inline-color: var(--darkreader-text-000000, #e8e6e3);" data-darkreader-inline-color="" data-darkreader-inline-bgcolor=""> </p><p style="
box-sizing: inherit;
margin: 0px;
line-height: 1.4285em;
color: rgb(0, 0, 0);
font-family: sans-serif;
font-size: 14px;
font-style: normal;
font-variant-ligatures: normal;
font-variant-caps: normal;
font-weight: 400;
letter-spacing: normal;
orphans: 2;
text-align: left;
text-indent: 0px;
text-transform: none;
widows: 2;
word-spacing: 0px;
-webkit-text-stroke-width: 0px;
white-space: normal;
background-color: rgb(255, 255, 255);
text-decoration-thickness: initial;
text-decoration-style: initial;
text-decoration-color: initial;
--darkreader-inline-color: var(--darkreader-text-000000, #e8e6e3);" data-darkreader-inline-color="" data-darkreader-inline-bgcolor="">Ticket Rules can be categorised into groups. You can filter by these groups using the "Group" dropdown in the top left. To create these groups click the "Edit Groups" button.</p><p style="
box-sizing: inherit;
margin: 0px;
line-height: 1.4285em;
color: rgb(0, 0, 0);
font-family: sans-serif;
font-size: 14px;
font-style: normal;
font-variant-ligatures: normal;
font-variant-caps: normal;
font-weight: 400;
letter-spacing: normal;
orphans: 2;
text-align: left;
text-indent: 0px;
text-transform: none;
widows: 2;
word-spacing: 0px;
-webkit-text-stroke-width: 0px;
white-space: normal;
background-color: rgb(255, 255, 255);
text-decoration-thickness: initial;
text-decoration-style: initial;
text-decoration-color: initial;
--darkreader-inline-color: var(--darkreader-text-000000, #e8e6e3);" data-darkreader-inline-color="" data-darkreader-inline-bgcolor=""><br></p><p style="
box-sizing: inherit;
margin: 0px;
line-height: 1.4285em;
color: rgb(0, 0, 0);
font-family: sans-serif;
font-size: 14px;
font-style: normal;
font-variant-ligatures: normal;
font-variant-caps: normal;
font-weight: 400;
letter-spacing: normal;
orphans: 2;
text-align: left;
text-indent: 0px;
text-transform: none;
widows: 2;
word-spacing: 0px;
-webkit-text-stroke-width: 0px;
white-space: normal;
background-color: rgb(255, 255, 255);
text-decoration-thickness: initial;
text-decoration-style: initial;
text-decoration-color: initial;
--darkreader-inline-color: var(--darkreader-text-000000, #e8e6e3);" data-darkreader-inline-color="" data-darkreader-inline-bgcolor=""><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1OGFmZWMxLTE0ZmItNGMzOS1hNTM4LWEyZDY3YzIwNDg0OSJ9.quvJWCRtFiodyWDICODeTqe6bxtsO72wd1fBtDn9Tqo" class="fr-fic fr-fil fr-dib" width="1286" style="width: 1288px; height: 518px;" height="518"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 2. Viewing and adding Ticket Rules</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Creating a Ticket Rule</strong></span></p><p>To create a new Ticket Rule click the "+ Add" button in Configuration > Tickets > Ticket Rules. Provide a name for your Rule, and set the Ticket Rule group to create this under. </p><p><br></p><p data-pasted="true">The ticket rules have several different uses: </p><p><br></p><ul><li><strong>New tickets and existing tickets: </strong>when this is set the ticket rule will apply to all new tickets and all existing tickets which reach the specified criteria.</li><li><strong>New Ticket: </strong>When this is selected the criteria matching on a ticket will only affect new tickets generated, any existing will be fine.</li><li><strong>Existing Ticket: </strong>This when selected is used to affect only existing tickets in the system, not newly created tickets. </li><li><strong>Manual:</strong> This is used for bulk updating Tickets. When selected this will show the "Batch Size", and "Delay between Batches" fields, which determine the behaviour when bulk applying a manual rule to tickets. A smaller batch size would usually be used to avoid breaching rate limits of webhooks / runbook integrations. A larger delay would usually be used to avoid breaching rate limits of webhooks / runbook integrations.</li></ul><p data-pasted="true">A precedence can then be set, with 1 being the highest on the list. This order dictates the priory for the Rules. If "Stop matching other rules when matched" when the first rule matched (lowest value set in the precedence field) no other rules will be applie. If you want multiple ticket rules to trigger so you would not enable "Stop matching other rules when matched":</p><p><br></p><p>A popup notification can be set to trigger when a rule is matched. To enable this, select "Display a notification when matched" against the Ticket Rule. This will show a popup notification on the bottom right of the screen when the Ticket Rule is matched, the default message can be set further down the creation screen in the text box labelled "Popup display message". If no custom message is provided a default message will show. Additional formatting can be added by writing the value in HTML, and selecting the "Popup message is HTML?" checkbox. This message can also be shown in a modal window by selecting the "Show as a modal screen" option.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlYjYzNDgyLWI1YTctNDBjNS1iMGViLWM5MWQzNmE1OWVhMSJ9.jIgK3jr7EPGiTp08YITh5g2U1kYa7Zyao3y1PF2TO3U" class="fr-fic fr-fil fr-dib" width="1313" style="width: 1315px; height: 411.51px;" height="412"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Customising the popup message</span></strong></p><p><br></p><p>To activate the Ticket Rule make sure it is marked as "Enabled".</p><p><br></p><p><strong><em>Note: On the New Ticket screen, ticket rules re-evaluate after every field change while the ticket is still being filled out. This means a rule whose outcome writes to a field that is also part of its own match conditions can match, apply its outcome, immediately fail to match because the outcome changed the field, roll the outcome back, match against the original value again, and continue cycling. The user-visible effect is that the affected field appears to flip back and forth between two values on its own without anyone touching the ticket. If you need this kind of self-referential change to stick on the New Ticket screen, route the change through a separate (e.g. dummy) custom field so the outcome does not invalidate its own match conditions. This re-evaluation only happens on the New Ticket screen. On existing tickets the rule fires once when conditions are met and stops there.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmMGYyMzE0LTAzM2YtNGE3ZS04NGVhLTY2YzIxNDI0ZDU0NiJ9.8T7GneysplQA6xaOlqbWeDEDrXB_WY_OK1PU7FKFCNk" class="fr-fic fr-fil fr-dib" width="1269" style="width: 1271px; height: 500.815px;" height="501"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Details Tab of Ticket Rules Creation</span></strong></p><p><br></p><p>Further options can be configured in Configuration > Tickets > General Settings. </p><p><br></p><ul><li><strong>Check rules after the Ticket has been submitted instead of on the New Ticket screen: </strong>When checked, ticket rules that are applied to new tickets will only take effect after the 'submit' button has been checked. This will also apply to Actions. Rules will be checked after the Action has been submitted.</li><li><strong>Continue to check and apply Rules once a Ticket has been logged: </strong>When an End-User or an Agent does an Action on a Ticket, if a Rule is matched that hasn't already been matched it will be applied. When unchecked, this only happens upon ticket creation.</li><li><strong>Rules must contain at least one criteria for Ticket Type: </strong>When checked, the creator is forced to include a Ticket Type criteria when making new Ticket Rules.</li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Criteria</span></strong></p><p>Within your Ticket Rule you will need to add criteria. These are the conditions that must be met in order for the rule to trigger. Click the "+ Add" option to add these conditions to the Criteria table. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1ZGI4ZGRjLTdkY2QtNGRmNC04NTFmLTAxNzg1YjVlY2FkNCJ9.WZtuQ6dBxgJ5GGctfy7ZX2y1o20JHG1jz7VYWNQt_-k" class="fr-fic fr-fil fr-dib" width="1183" style="width: 1185px; height: 225.256px;" height="225"></p><p><strong><span style="font-size: 10pt;">Fig 5. Criteria table</span></strong></p><p><br></p><p>Once you click "+ Add" you will have the option to select a field to base the criteria on. When you click "Save" you can then select the type and value. </p><p><br></p><p>If using "Contains (comma separated value" as the "Rule Type", a checkbox called "Exclude partial word matches" will appear. The rule will ignore partial word matches, i.e. if the criteria is set to contain "Ward", the word "Award" would be ignored. The "Output matched values to this field" dropdown will also appear. If this field is added to the ticket, it will be filled in with whatever values matched the ticket to this rule.</p><p><br></p><p>Custom fields of type "Checkbox" can have criteria for "Not equal to" to allow the rule to be based on them being disabled.</p><p><br></p><p>From 2.238+, User and Site Custom fields are available as criteria,allowing you to direct the Ticket differently depending on Site and User level factors.</p><p><br></p><p><strong><span style="font-size: 12pt;">Criteria Groups</span></strong></p><p>Criteria groups can be configured for ticket rules. Criteria groups allow you to configure groups of criteria within a single rule. When configured, only one group of criteria needs to be met in order for the rule to be matched. This simplifies the ticket rule configuration process allowing you to configure both AND and OR criteria within a rule. </p><p><br></p><p>To use criteria groups, enable "Use Criteria Groups" against the rule. Then add criteria to the table. </p><p><br></p><p>When adding criteria you will need to give the group a name then set all the criteria that need to be met in order for the ticket to fulfil this criteria group. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxMGFmODQ4LTVkODEtNGRiYy05ZWViLTRmNWRkYjM2YjMwNSJ9.K8JMgUeh6Wp0M04mPsBI4xCR1dBMhOt6GaUAdn3bWK0" class="fr-fic fr-fil fr-dib" width="585" style="width: 587px; height: 463.518px;" height="464"></p><p><strong><span style="font-size: 10pt;">Fig 6. New Criteria Group</span></strong></p><p><br></p><p><strong><em>Note: The sequence of the group will determine the order the groups are checked in.</em></strong></p><p><br></p><p>In the Figure 6 example criteria has been setup for the rule such that the ticket needs either:</p><p><br></p><ul><li>Impact = Company Wide AND Urgency = High </li></ul><p style="margin-left: 80px;">OR</p><p style="margin-left: 80px;"><br></p><ul><li>Important User = Yes</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2NTgwZjE3LTQxYjAtNGQyYy05NTYwLTcyMGYwMmZmYTljNCJ9.Go5wYO-MHXS0zL4gxJ7rv5z8l5sM7rWfUcqT682R00o" class="fr-fic fr-fil fr-dib" width="1523" style="width: 1525px; height: 502.522px;" height="503"></p><p><strong><span style="font-size: 10pt;">Fig 7. Ticket Rule using Criteria Groups Example</span></strong></p><p><br></p><p>If a ticket meets all criteria in any group, the rule outcome will be applied.</p><p><br></p><p><strong><span style="font-size: 14pt;">Outcomes</span></strong></p><p><span style="font-size: 11pt;">After a ticket rule has been matched, we can set various different ticket options (Ticket Rule Outcomes), some important examples would be Team, Agent, Service Level Agreement, Status, Workflow, etc.</span></p><p><br></p><p id="isPasted">You can specify a colour that will be set against a ticket as long as the ticket matches the rule. From v2.242+, you can use a rule to clear the Ticket colour by selecting the "Clear Ticket list colour" option. To do this first select the "Set Ticket list colour" option, then choose the colour to change the Ticket to. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjZjAzZDQwLWZkOWUtNGVkNS1hZTNiLTNhMDZjZjkxMmRlNyJ9.Orz2N3xD-swi6kFIlynNibSS0lAY8sMQHdnLP_cTXGU" class="fr-fic fr-fil fr-dib" width="275" height="248"></p><p><strong><span style="font-size: 10pt;">Fig 8. Colour Options</span></strong></p><p><br></p><p>This colour will show in the ticket list views, as the background colour when using the table and Gantt views, and as the tile colour on the Kanban view.</p><p> </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjNDZiMjcwLTVlZTItNDA0OS05YTNhLWNiNjY3MzBkNzY3MyJ9.y5R_m560Rq-CGXWGqprJjUEjAYYD-tVosH-JI1juGBw" class="fr-fic fr-fil fr-dib" width="557" height="148"></p><p><span style="font-size: 10pt;"><strong>Fig 8. Example Ticket List with Colours</strong></span></p><p><br></p><p><strong><em>Note: If using Kanban View by Status, the colour from a Ticket Rule will override the colour of the status.</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Other Outcomes</span></strong></p><p>You can also set other outcomes such as the "Ticket Tags" outcome, this will apply specific tags to the ticket when the rule is matched. Make sure to separate each ticket tag with a comma, if you want more than one tag to be added to the ticket tags list. <em><strong>Note:</strong></em><strong> </strong><em><strong>The ticket tags field must be added to the "field list" of the ticket type that the rule is being applied to.</strong></em></p><p><br></p><p>You can use a ticket rule to change user level custom fields, available via the "Other Outcomes" table.</p><p><br></p><p><strong><span style="font-size: 14pt;">Notifications</span></strong></p><p>Specific notifications can be set to trigger if a ticket rule is matched. Sometimes there are notifications which do not exist in the notifications section, but you can specify a ticket rule that when matched will trigger a notification via the ticket rule. </p><p><br></p><p><strong><span style="font-size: 14pt;">Adding OLAs</span></strong></p><p>You can add <a href="https://usehalo.com/haloitsm/guides/1871/" target="_blank" rel="noopener noreferrer">OLAs </a>to your ticket rules, and you can also add ticket rules to your OLAs as well.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViYzU2YTUwLTNiM2MtNDE3Zi04OTdkLTAwZjlmZmMyYTViMiJ9.vmD9RRBJvRzBRJa9fJT4TE_0fZTdyOlJysu9WSKE43A" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 268.879px;" height="269"></p><p><strong><span style="font-size: 10pt;">Fig 9. Adding an OLA to the Ticket Tule</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Manual Ticket Rules</span></strong></p><p>The option for "Manual" use is for bulk updating many tickets via using a ticket rule. This setting is great for if there are many tickets that need updated and you want to manually change them and decide which ones will be updated. It is also useful for bulk updating selected tickets that all match in a certain way, but you don't want to mass update other similar tickets.</p><p><br></p><p>The use case may be that you want to manually update the workflows of tickets with a certain status, this can be achieved using the manual method.</p><p>Batch size is used to load in the information before making the API request in the backend. It is fine to leave the default batch size and delay between batches.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlOGM1ZTU3LTc5YWItNDUxMi04YTg1LTgwOGUyZjQyY2E2ZCJ9.4FUhlXwxN3QImxSyRaB9lqTj9iFib_FRyQsM2fdy2yc" class="fr-fic fr-fil fr-dib" width="663" height="74"><strong><span style="font-size: 10pt;">Fig 10. Batch Size and Delay on a Manual Ticket Rule</span></strong></p><p><br></p><p>The matching we will do for this example is when the ticket type goes into a reviewed status and we want to update to a new workflow.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyY2MzMzQ1LTM3ZGUtNDI2NS1iZTZjLTQyZGRhZDk4MGZlMSJ9.sAHZ-Lg-Lslzyqa9pJRBuBlJMwV4h7fMMNUhucA33Q8" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 173.17px;" height="173"><strong><span style="font-size: 10pt;">Fig 11. Status Criteria set on the Ticket Rule</span></strong></p><p><br></p><p>We can then update to the problem management workflow on these tickets with the reviewed status.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0YTkwYzMyLWQ2YjctNDA2ZC1hMTE0LWQwN2ZiNGZiMDAwYSJ9.9jPAdgzLjaNijQiGGDH1YKypAVXxeLvGsfjePZ80eds" class="fr-fic fr-fil fr-dib" width="972" style="width: 974px; height: 257.007px;" height="257"><strong><span style="font-size: 10pt;">Fig 12. Ticket List</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzZWQzMTliLWJkYjEtNGI2My05OTRlLWY1MjNmNjgzMzdmOSJ9.uWocVPdkDHkmUhib1j9F5gab4qCD8lvrB6X7FgehD5g" class="fr-fic fr-fil fr-dib" width="387" height="759"><strong><span style="font-size: 10pt;">Fig 13. Applying the Manual Rule</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlYjFhYmZlLWVmMGItNGNiOS1iYTNkLTQxZmU4ZGI2Y2RkMCJ9.t7IhHdTwDt0QO5v1GoKbI385G-4nc_Bia172J6CU9Ng" class="fr-fic fr-fil fr-dib" width="694" height="271"><strong><span style="font-size: 10pt;">Fig 14. Selecting a Manual Ticket Rule to Apply</span></strong></p><p><br></p><p>Now clicking into a ticket with the reviewed status, the workflow has been updated, the tickets that were not of that status "Reviewed" when the manual update was carried, will not have the rule match on them, so they will not change.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhOTM4ZTJiLTQwMjItNDE3Yy1hODY5LTk1NjU2ZDVhNjAzYiJ9.QqngV1F9wrqqdeEP39Aa7oioNGe07ShLjZ_elsKx28E" class="fr-fic fr-fil fr-dib" width="285" height="209"><strong><span style="font-size: 10pt;">Fig 15. Workflow updated to Problem Management Workflow</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Monitoring Rules Applied to Tickets</span></strong></p><p>You can see if a ticket has matched any rules by switching to the "All Actions" view within the progress feed of a ticket. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1NTQwNWEzLTlhZGYtNGQxOC05MTM5LThjNDYxMDkxMTMwOCJ9.n3umcz-DAAykeuMZAD-SOsmRT6d683LiBwZSsWEfLtI" class="fr-fic fr-fil fr-dib" width="958" style="width: 960px; height: 442.336px;" height="442"></p><p><strong><span style="font-size: 10pt;">Fig 16. Viewing Rules Applied after Switching to all Actions View</span></strong></p><p><br></p><p>This will show you when the rule was applied and the name of the rule applied. </p><p><br></p><p>You can have additional information shown against the ticket when a rule is applied, giving you a breakdown of the ticket properties that have changed as a result of the rule. Increasing the visibility of changes to tickets. </p><p><br></p><p>To show this additional information, head to Configuration > Tickets > General Settings and enable "Enable descriptive 'Rule Applied' Action notes". </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlNzk1ODgxLTJiZGUtNGJmYy1hODk4LTI1NzBiZTBjNzI5YiJ9.dfEV_MgdrDh4lctrjE288KD0NFng8p98uPst7Y7PcTA" class="fr-fic fr-fil fr-dib" width="491" style="width: 493px; height: 224.861px;" height="225"></p><p><strong><span style="font-size: 10pt;">Fig 17. Enable Descriptive 'Rule Applied' Action notes</span></strong></p><p><br></p><p>Once enabled, rule matching information will display against the ticket as shown in figure 18. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjY2Y0MzU4LTNlMzgtNDBmYi05OGZiLTE4YzczMDI0NjM4NCJ9.ywSSWLgCA8jcAYj92IGjoPflq-NMJnJf2_JOUDBNAnQ" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 445.816px;" height="446"></p><p><strong><span style="font-size: 10pt;">Fig 18. Viewing Rules Applied to Ticket when "descriptive 'Rule Applied' Action notes" is Enabled</span></strong></p><p><br></p><p>In the figure 18 example, we can see the rule "Priority 1 - High Impact, High Urgency" was matched, this changed the priority of the ticket to 'Critical'. </p><p><br></p><p><strong><span style="font-size: 14pt;">Useful Ticket Rule Example</span></strong></p><p>You may want to have a rule for specific users that if the user "Halo Test" matches on the criteria, then set the priority to P1 and assign to a specific person or team. This may be if the user is an important user.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxOGI5YzRlLWY2NzgtNDllYS1hYmJlLTAwNGE5Y2FiYzUxNSJ9.OgAK-8Sj8U5BSXNuFpmEYeD_m5Gpapp77WH_gf1M5s0" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 464.196px;" height="464"><strong><span style="font-size: 10pt;">Fig 19. Example Use Case</span></strong></p>
