Skip to main content
Solved

Question about routing a 'Condition' action

E
Skilled Expert
Forum|alt.badge.img+4

Hello, 

 

Please refer to attached screenshot. So the process is, if a condition is met, ‘urgency’ is set to high. After that, the category is set and agent is assigned (Please refer to below screenshot)

 

 

I was curious if it was possible to route ‘No’ condition to skip/after ‘Set urgency to high’ action instead of having a pair of the same actions (setting category + agent). So instead of two pair of actions (purple), I will just have one and ‘No’ condition will be directed (Blue arrow). 

 

Is this possible by any chance or is what I’ve done the correct way? 

Best answer by LucasHansson

This doesn’t seem to be possible at the moment unfortunately :( .However! You could first set category and assign to agent. Then after that place the condition and “set urgency” afterwards if the condition is fulfilled . This would turn this into a “One-row” atleast :).

View original
lcoughey
E
C
3 people like this
  • lcoughey
    lcoughey
  • E
    E102494
  • C
    cherif25024
Did this topic help you find an answer to your question?

2 replies

LucasHansson
Skilled Expert
Forum|alt.badge.img+5
  • LucasHansson
  • Skilled Expert
  • 18 replies
  • Answer
  • June 28, 2023

This doesn’t seem to be possible at the moment unfortunately :( .However! You could first set category and assign to agent. Then after that place the condition and “set urgency” afterwards if the condition is fulfilled . This would turn this into a “One-row” atleast :).

eeha0120
B
E
3 people like this
  • eeha0120
    eeha0120
  • B
    BrynCYDEF
  • E
    edward.kim
B
Skilled Expert
Forum|alt.badge.img+11
  • BrynCYDEF
  • Skilled Expert
  • 170 replies
  • June 28, 2023

Hi @edward.kim 

I would also suggest that you try not to use Condition = “No” as an outcome followed by an Action Node.

There could be literally millions of tickets that fall into Condition = “No” so Lucas’s proposal also prevents that from happening.

 

CYDEF . ca (cyber security through threat hunting)
LucasHansson
1 person likes this
  • LucasHansson
    LucasHansson

Reply


Most helpful members this week

Terms of UsePrivacy Notice