Conditions (Contact groups)

1. Description

This section defines the conditions based on which a static contact group and/or contact will be assigned to a case.

The section includes the following elements:

1. Records registry (Fig. 1.(1));

2. Add tool (Fig. 1.(2));

3. Refresh registry list tool (Fig. 1.(3));

4. Pagination (Fig. 1.(4)).

1.1. Records registry

The registry is a list of records of existing objects in this section. Each record consists of the following fields:

1. Checkbox;

2. Condition column;

3. Contact group column;

4. Assignee column;

5. Move tool;

6. Edit tool;

7. Removal tool.

1.1.1. Checkbox

Used to select one or more records.

If the checkbox in the header is selected, all records on the page are selected.

1.1.2. Condition column

This column displays conditions.

1.1.3. Contact group column

This column displays contact groups.

1.1.4. Assignee column

This column displays the assignee.

1.1.5. Move tool

Clicking and holding the icon allows dragging records within the records registry.

1.1.6. Edit tool

When hovering over the button, a tooltip with the tool name is displayed. After clicking the button , the Edit condition modal window opens, where the data can be modified.

1.1.7. Removal tool

It is used to remove an object with confirmation through a modal window. A modal confirmation window appears after clicking the button. Clicking the Yes button - deletes the object and the entry. Clicking the No button closes the modal window, and the object is not deleted.

Fig. 2. Deletion confirmation modal window

1.2. Add tool 

To add a new condition, click the add button – . After clicking the add button, the Add condition modal window opens (Fig. 2), which consists of the following elements:

1. Condition field;

2. Contact group field;

3. Assignee field;

4. Save button;

5. Cancel button.

1.2.1. Condition field

This is a required field. It is used to enter a query in query language format, which allows checking the value of a specific field in a case or related objects. An example of the format:

Case.Location.Name = "Lviv_10",

where:

• Case — the case object;

• Location — the Location field of the case;

• Lviv_10 — the field value based on which the selected static group is assigned to the case.

1.2.2. Contact group field

A field for selecting a contact group.

1.2.3. Assignee field

A field for selecting an assignee. This field is optional. It becomes active after selecting a contact group.

1.2.4. Save button

Clicking the Save button adds the condition.

1.2.5. Cancel button

Clicking the Cancel button discards the condition.

1.3. Refresh registry list tool

Updating the register table is performed by clicking on the refresh button - .

1.4. Pagination

It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.

2. Opportunities

2.1. Add a condition

2.2. Delete a condition

2.3. Modify condition parameters