I have the following use case and i am wondering if it is possible today:
Customer generates a ticket, they set a custom field to: Problem Type: 1 - Severe.
Internally, i have another field that set's which tier/group should handle this ticket on creation. I want to be able to say things like:
if ProblemType IS 1-Critical, set Tier to Tier2
else set Tier to Tier1
So a simple if/else structure. The second part of my question is - can i do if/elseif/else structures? Like the following:
If field1 = X set fields1, fields2
else if field1 = Y set fields1, fields3
else if field1 = Z set fields2, fields3
else set fields1, fields2, fields3
Are either of these two use cases possible WITHOUT creating multiple rules?