Advanced settings for automation rules

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itemprop="headline" class="u-Mb-sm md:u-Mb-lg" ><span class="b--u-text-3xl">Advanced settings for automation rules</span></h1> <div class="u-flex u-flex-wrap u-Pb-md md:u-Pb-lg lg:u-Pb-xl"><div class="u-flex u-items-center u-basis-12 md:u-basis-auto u-mr-lg u-mb-lg md:u-mb-0" itemprop="author" itemscope itemtype="https://schema.org/Person"><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_48,h_48,c_fill/hd-help/weronika-masternak.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_96,h_96,c_fill/hd-help/weronika-masternak.png 2x" class="u-w-fit u-mr-md u-ml-0 b--u-rounded-full" width="48"><div itemprop="name">Weronika Masternak</div> </div><div class="u-flex u-items-center u-mr-lg sm:u-mr-xl"> <img src="/help/icons/time.svg" class="u-w-fit u-mr-xs u-ml-0 u--mt-3xs" alt="" width="20"> <span>2 min read</span> </div> <div class="u-flex u-items-center"> <img src="/help/icons/update.svg" class="u-w-fit u-mr-xs u-ml-0 u--mt-3xs" alt="" width="20"> <span itemprop="dateModified">updated: Nov 19, 2024</span> </div> </div> </div> <div class="u-hidden" itemprop="publisher" itemscope itemtype="https://schema.org/Organization"> <span itemprop="name">HelpDesk</span> <div itemprop="logo" itemscope itemtype="https://schema.org/ImageObject"> <img src="/helpdesk.079e50c82e62f243a09908ae8eb083206906b4ba8432d51c72ff9aad3244dcd5.svg" alt="HelpDesk Logo" itemprop="url" /> <meta itemprop="width" content="158" /> <meta itemprop="height" content="29" /> 158 29 </div> </div><aside class="lg:u-basis-4 lg:u-pl-lg c-toc" data-target="sticky-aside.aside" data-action="mouseover->sticky-aside#open mouseout->sticky-aside#close click->sticky-aside#toggle" > <div class="c-toc__wrapper lg:u-py-xl lg:u--my-xl u-bg-white u-border-gray-900" data-target="sticky-aside.wrapper" > <div class="xl:u-pr-xl"> <div class="c-toc__open b--u-text-xs b--u-text-bold u-py-xs u-px-sm u-mr-lg u-bg-gray-900">« CONTENTS</div> <p class="b--u-text-base b--u-text-bold lg:u-pl-lg u-mb-0 u-text-gray-300 u-py-md c-toc__title u-border-t u-border-b u-border-gray-800" id="hc-toc-heading">CONTENTS</p> <nav id="TableOfContents"> <ul> <li><a href="#safe-rules">Safe rules</a></li> <li><a href="#tags-related-rules">Tags-related rules </a></li> </ul> </nav> </div> </div> </aside><div class="c-hc-article-content b--u-text-base c-hc-article-content--first c-toc__parent-content u-maxw-8 u-Mt-md lg:u-mt-0 lg:u-basis-8" itemprop="articleBody" data-target="sticky-aside.content"> <p>Rules are a whole lot of possibilities, and if you have any development experience, you can use them in more advanced ways to meet your business needs.</p> <h2 id="safe-rules">Safe rules<a href="#safe-rules" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/advanced-settings-for-automation-rules/#safe-rules" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>By default, each rule can only be executed once per ticket unless the system considers the rule to be “safe.”</p> <p>A safe rule is the one that:</p> <ul> <li>Contains at least one “safe” condition. This is related to rules where <strong>all conditions</strong> must be met.</li> <li>Every condition in the rule is “safe.” This is related to rules where <strong>any condition</strong> must be met.</li> </ul> <p>The safe conditions are as follows:</p> <ul> <li>Ticket created</li> <li>Status changed</li> <li>Priority Changed</li> <li>Agent Changed</li> <li>Team Changed</li> <li>New message contains</li> <li>Tag: has been added</li> <li>Tag: has been removed</li> <li>Follower: has been added</li> <li>Follower: has been removed</li> </ul> <p>Also, the “Time passed since” condition is also a safe condition, but only if both conditions in the table below are met:</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1633588500/hd-help/automated_workflow_safe_conditions.png" alt="Safe conditions in HelpDesk."></p> <h2 id="tags-related-rules">Tags-related rules <a href="#tags-related-rules" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/advanced-settings-for-automation-rules/#tags-related-rules" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>When creating a rule in HelpDesk, you can use tags as variables in the “Send Message” action. This way, for example, you can set up your rule that will execute different language versions of a message depending on the tag.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1731930941/hd-help/rules/rule-image2.png" alt="Tags used as variables in HelpDesk. The first example in the rule creation process."></p> <h3 id="how-to-use-tag-variables">How to use tag variables?<a href="#how-to-use-tag-variables" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/advanced-settings-for-automation-rules/#how-to-use-tag-variables" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h3> <p>Type tag variables into Moustache templates.</p> <ul> <li>{{#tag.tagName}} {{/tag.tagName}} → for regular tag names</li> </ul> <pre tabindex="0"><code>{{#tag.Russian}} Римский император Константин I Великий {{/tag.Russian}} </code></pre><ul> <li>{{#tag.tag_Name}} {{/tag.tag_Name}} → for tag name with a space sign ( _ should be typed instead of space)</li> </ul> <pre tabindex="0"><code>{{#tag.Spanish_lang}} Hay muchas variaciones de los pasajes de Lorem Ipsum {{/tag.Spanish_lang}} </code></pre><ul> <li>{{#tag.tagID}} {{/tag.tagID}} → for tags with specific names that cannot be typed using the previous methods</li> </ul> <pre tabindex="0"><code>{{#tag.ebee61aa-f0ba-4578-8121-e50b5da5712c}} Ada banyak variasi tulisan Lorem Ipsum yang tersedia {{/tag.ebee61aa-f0ba-4578-8121-e50b5da5712c}} </code></pre><p>Read more about <a href="https://www.baeldung.com/mustache">Moustache templates</a>.</p> <meta itemprop="description" content="Rules are a whole lot of possibilities, and if you have any development experience, you can use them in more advanced ways to meet your business needs. 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