Plan requirement
| Subscription | Any plan |
| Access | Admin |
All and any decide which tickets a rule touches. Two other ideas, is and changed to, decide whether it fires once or every time.
All and any
- Meet all of the following. Every condition true. These narrow.
- Meet any of the following. At least one true. These widen.
The classic mistake is putting alternatives in the all block. Status is Open and status is Pending, both in all, matches nothing.
The one that actually catches people
Conditions come in two flavours and they behave completely differently.
- Is. True whenever the ticket is in that state. A trigger with "status is Open" fires on every single update while the ticket is open.
- Changed to. True only on the update where it became that. Fires once.
A notification built on "is" emails the customer on every update for the life of the ticket. Built on "changed to", it emails once, which is what was meant.
The related pair
"Changed" and "not changed" work the same way for any field. Use them whenever the rule is about a transition rather than a state, which is most notification rules.
Two independent sets of alternatives
There is only one any block, so this cannot be expressed directly. The usual answer is a tag: one trigger sets it when the first set matches, and a second reads the tag. Less elegant and far more readable a year later.
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