Time Rules

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#cboxClose{position:absolute; top:5px; right:5px; display:block; background: var(--controlsIcon) no-repeat top center; width:38px; height:19px; text-indent:-9999px;} #cboxClose:hover{background-position:bottom center;} .pre-wrapper{ position:relative; } .pre-wrapper pre{ padding-top: 25px; } .pre-wrapper .copy-snippet { border-radius: 0; min-width:55px; background: none repeat scroll 0 0 transparent; border: 1px solid #bbb; color: #26589F; font-family: 'HELEVETICA',sans-serif; font-size: 12px; font-weight: normal; line-height: 1.42rem; margin: 0; padding: 0px 5px; text-align: center; text-decoration: none; text-indent: 0; position:absolute; background:#ccc; top:0; left:0; } .pre-wrapper .copy-snippet:disabled{ color:#555; } .copyButton {font-size: 9px;} .faq-article { width: 100%; height: auto; min-height: 600px; border-radius: 10px; display: flex; flex-direction: column; background-color: #1c2330; color: #fff; margin: 55px 0; } .faq-context { display: block; padding: 20px 50px 17px 30px; background-color: #262f41; color: #fff; border-top-left-radius: 10px; border-top-right-radius: 10px; box-shadow: #222 0 10px 12px -6px; z-index: 99; } .faq-customer, .faq-answer { max-width: 60%; margin: 20px 30px; padding: 10px 18px; border-radius: 15px; z-index: 9999; } .faq-customer { align-self: flex-end; background-image: linear-gradient(to left, #ffbd39, #fa9531); border-image: linear-gradient(to left, #FFBD39, #FA9531); box-shadow: #111 0 10px 12px -6px; opacity: 0; animation: 1s .5s forwards faq-fadeIn; } .faq-answer { align-self: flex-start; background-color: #262f41; color: #fff; margin-top: 10px; margin-bottom: 50px; box-shadow: #111 0 10px 12px -6px; opacity: 0; animation: 1s 1s forwards faq-fadeIn; } @keyframes faq-fadeIn { 0% { opacity: 0; } 100% { opacity: 1; } } @media (max-width: 700px) { .faq-customer, .faq-answer { max-width: 100%; } .faq-context { padding: 20px 20px 17px 20px; } } .page-article td { border: none; } table { width:100%; margin-top: 30px; } th.header { background-image: linear-gradient(to bottom right, rgb(255,189,57), rgb(250,149,49)); border-top-left-radius: 10px; border-top-right-radius:10px; border-bottom: none !important; color: white; } th, td { border-bottom: 1px solid #444 !important; } th { font-weight: bold; text-align: center; padding: 10px; } #mainButton { background: linear-gradient(90deg,#ffbd39 0,#fa9531 100%); } #mainButton:hover { background: linear-gradient(90deg,#ffbd39 0,#ffbd39 100%) !important; } .main_button, .main_button > *, .multiwidget, .multiwidget > *, .multiwidget li img { box-sizing: content-box !important; vertical-align: initial !important; } .main_button { position: fixed; bottom: 20px; right: 20px; padding: 10px 16px; border-radius: 15px; width: 165px; height: 56px; cursor: pointer; box-shadow: 0 0.25em 2em rgba(0,0,0,0.12); z-index: 9999; } .main_button img { width: 56px; border-radius: 50%; box-shadow: 0 0.25em 2em rgba(0,0,0,0.12); float: right; display: inline-block !important; padding: 0 !important; } .main_button span { position: relative; top: 15px; left: 5px; font-size: 16px; font-weight: 600; font-family: "Poppins","Helvetica Neue",Helvetica,Arial,sans-serif; color: white; } #multiwidget { bottom: -350px; opacity: 0; transition: .5s; } .multiwidget { background-color: white; font-family: "Poppins","Helvetica Neue",Helvetica,Arial,sans-serif; position: fixed; right: 20px; text-align: right; box-shadow: 0 0.25em 2em rgba(0,0,0,0.12); width: 260px; height: 370px; border-radius: 15px; z-index: 9999; } .multiwidget span { font-weight: 300; padding: 0px 10px; font-size: 40px; cursor: pointer; } .multiwidget ul { padding-right: 10px; padding-left: 10px; width: 240px; margin-top: 10px; } .multiwidget li { list-style-type: none; background-color: white; cursor: pointer; transition: .3s; margin-bottom: 6px; margin-left: 0; padding-top: 6px; padding-right: 6px; border-radius: 15px; font-weight: 600; } .multiwidget li img { width: 56px; margin-left: 16px; box-shadow: 0 0.25em 2em rgba(0,0,0,0.12); border-radius: 50%; display: inline-block !important; padding: 0 !important; } .multiwidget li font { position: relative; bottom: 22px; color: #333; font-size: 16px; } .multiwidget a { text-decoration: none; color: #111; } .multiwidget li.form:hover { background-color: #fee0e4; } .multiwidget li.mess:hover { background-color: #efe6f8; } .multiwidget li.what:hover { background-color: #daf4e7; } .multiwidget li.chat:hover { background-color: #feefe0; } .multiwidget li.ai:hover { background-color: #e4effd; } #service_status { width: 90%; height: auto; margin: 5%; position: relative; bottom: -20px; } .okay { background-color: #4cbb17; border: 2px solid #4cbb17; border-radius: 10px; padding: 5px 10px 5px 5px; text-align: left; height: 43px; } .outage { background-color: #e60000; border: 2px solid #e60000; border-radius: 10px; padding: 5px 10px 5px 5px; text-align: left; height: 43px; } .degradation { background-color: #ff7900; border: 2px solid #ff7900; border-radius: 10px; padding: 5px 10px 5px 5px; text-align: left; height: 43px; } .okay img, .outage img, .degradation img { width: 30px; border-radius: 50%; vertical-align: top; float: left; display: inline-block !important; padding: 0 !important; } .okay .status-title, .outage .status-title, .degradation .status-title { font-size: 12px; font-weight: 700; font-family: "Poppins","Helvetica Neue",Helvetica,Arial,sans-serif; color: white; float: left; margin: 0px 0px 0px 5px; } .okay .status-link a, .outage .status-link a, .degradation .status-link a { font-size: 10px; font-weight: 500; font-family: "Poppins", "Helvetica Neue", Helvetica, Arial, sans-serif; color: white; position: relative; top: -10px; left: 5px; } .okay.pulse-button { box-shadow: 0 0 0 0 rgba(76, 187, 23, 0.5); -webkit-animation: pulse 1.5s infinite; } .outage.pulse-button { box-shadow: 0 0 0 0 rgba(230, 0, 0, 0.5); -webkit-animation: pulse 1.5s infinite; } .degradation.pulse-button { box-shadow: 0 0 0 0 rgba(255, 121, 0, 0.5); -webkit-animation: pulse 1.5s infinite; } @-webkit-keyframes pulse { 0% { -moz-transform: scale(1); -ms-transform: scale(1); -webkit-transform: scale(1); transform: scale(1); } 70% { -moz-transform: scale(1.01); -ms-transform: scale(1.01); -webkit-transform: scale(1.01); transform: scale(1.01); box-shadow: 0 0 0 10px rgba(0, 0, 0, 0); } 100% { -moz-transform: scale(1); -ms-transform: scale(1); -webkit-transform: scale(1); transform: scale(1); box-shadow: 0 0 0 0 rgba(0, 0, 0, 0); } } #multiwidget_contact { background-color: #ffffff; position: fixed; bottom: -101%; right: 18px; border-radius: 18px; box-shadow: 0 5px 15px 0 #ddd; width: 400px; height: 550px; padding: 20px; transition: .5s; z-index: 9999; margin-bottom: 18px; } #multiwidget_contact span { position: absolute; right: 20px; font-weight: 300; font-size: 40px; cursor: pointer; } #multiwidget_contact iframe { height: 100% !important; } div[id*='b_82dc6d83'] { display: none; } .okay { visibility: hidden !important; } @media (max-width: 420px) { #multiwidget_contact { right: 0 !important; margin-bottom: 0 !important; border-radius: 0 !important; height: 100% !important; width: 100% !important; } } .main_button img { margin: 0 !important; } .multiwidget li img { margin: 0 0 0 16px !important; } .main_button span { top: 17px !important; } .okay img, .outage img, .degradation img { margin: 0 !important; } </style> <title>Time Rules</title> <meta name="description" content="Time Rules check if the conditions, e.g. ticket status, ticket department, are met. Than the rule is executed. Watch our Time Rules video setup. Read about it." /> <meta name="keywords" content="time rules" /> <meta property="og:url" content="//support.liveagent.com/290878-Time-Rules" /> <meta property="og:title" content="Time Rules" /> <meta property="og:description" content="Time Rules are special rules that are not action-triggered, but instead are time conditional. Time Rules run on the background in intervals and check if the conditions are met. 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cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0035 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0036 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0037 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0038 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0039 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0040 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0041 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0042 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0043 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0044 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0045 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; 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cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0052 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0053 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0054 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0055 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0056 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0057 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0058 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #C0059 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A001 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A002 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A003 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A004 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A005 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A006 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A007 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A008 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A009 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0010 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0011 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A001111 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0012 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0013 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0014 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0015 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0016 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0017 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0018 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0019 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0020 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0021 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0022 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0023 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0024 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0025 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0026 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0027 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0028 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0029 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #A0030 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #D001 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #D002 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #D003 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } #D004 { background-color: #f1f1f1 !important; margin-top: 10px !important; border-radius: 4px; cursor: default; padding: 10px 20px !important; display: none; transition: 0.3s; } .general { background-color: #f1f1f1; padding: 5px 20px; border-radius: 8px; margin-bottom: 10px; } .general h4 { font-size: 16px; font-weight: 400; } .general h4 strong { font-size: 15px; text-transform: uppercase; font-weight: 600; } .general strong { text-transform: capitalize; } .record strong { text-transform: capitalize; } .record2 strong { text-transform: capitalize; } @media (max-width: 600px) { #ALL, #ALL2 { display: none; } } #navigationer { width: 100%; background-color: #fff; } .first, .second, .third { display: inline-block; width: 30%; background-color: #f1f1f1; padding: 20px; margin: 10px; border-radius: 8px; text-transform: uppercase; cursor: pointer; transition: 0.3s; font-weight: 600; color: #555; } .first:hover, .second:hover, .third:hover { background-color: #f39c12; color: #fff; } @media (max-width: 700px) { .first, .second, .third { display: inline-block; width: 100%; margin: 5px 0px; } } .warning { border-radius: 6px; border: 1px solid #f39c12; padding: 18px 60px; margin-top: 15px; background-color: #f39c12; color: white !important; font-weight: 600; text-align: center; line-height: 18px; } .warning a { color: white !important; font-weight: 600; transition: 0.3s; } .warning a:hover { color: black !important; font-weight: 600; transition: 0.3s; } #RR003, #RR004 { display: none !important; } img { cursor: zoom-in; } .superscript { cursor: pointer; color: black; transition: 0.2s; } .superscript:hover { cursor: pointer; color: #f39c12; transition: 0.2s; } @media (max-width: 1030px) { .content img { width: 100%; } } @media (max-width: 500px) { .gifko { width: 80%; } } sup { line-height: 1px; } li::before { position: absolute; visibility: hidden; } font { position: absolute; visibility: hidden; } .myInput { margin-top: 20px; width: 96.5%; padding: 20px; font-size: 14px; border: 0; border-radius: 6px; font-weight: 600; color: #555; background-color: #ddd; text-transform: none; } .myInput::placeholder { /* Chrome, Firefox, Opera, Safari 10.1+ */ color: #777; opacity: 0.8; /* Firefox */ } .myInput:-ms-input-placeholder { /* Internet Explorer 10-11 */ color: #777; opacity: 0.8; /* Firefox */ } .myInput::-ms-input-placeholder { /* Microsoft Edge */ color: #777; opacity: 0.8; /* Firefox */ } .contajner { /* Microsoft Edge */ display: contents; visibility: initial; text-decoration: none; font-style: normal !important; } </style> <p id="article_top"><strong>Time Rules</strong> are special rules that are not action-triggered, but instead are <strong>time conditional</strong>. Time Rules run on the background in intervals and check if the conditions are met. If the result is positive, the rule is executed.</p> <h2 style="font-size:26px">Intervals for Time Rules</h2> <p>The intervals for checking if Time Rule conditions are met run in the background of LiveAgent and are performed by the Cron job file. The pre-set value for Time rule interval is 1 minute. We recommend to set this value for not less than <strong>5 minutes</strong>.</p> <h2 style="padding:0;font-size:26px">Time Rules Video Setup</h2> <p>If you prefer video instructions over text, watch the video below:</p> <iframe allowfullscreen="" frameborder="0" height="452px" src="https://www.youtube.com/embed/6Qmu7aQvDpo?rel=0&showinfo=0" style="margin: 0px auto; display: block;border:none;border-radius:6px" width="100%"></iframe> <h2 style="padding:0;font-size:26px;padding-top:26px">Time Rules Setup</h2> <p><strong><u>Step 1:</u></strong> Navigate to Configuration --> Automation --> Time Rules</p> <p><strong><u>Step 2:</u></strong> Click on Create. Name your new Time Rule with a unique name. Setup the <strong>"Apply when"</strong> parameter by choosing one of the available options.</p>  <div id="filterList"> <ul style="list-style: none; padding: 0; margin: 0;"> <li><i class="contajner"><font>Agent Left Ticket Agent Opened Ticket Agent Rated Chat Started Incoming Call Started Message Added Message Group Added Outbox Mail Status Changed Queue Lenght Changed Ticket Created From Email Ticket Created Ticket Relation Created Ticket Status Changed Ticket Tags Changed Ticket Transferred </font> </i> <h3 id="triggers" style="padding:0;font-size:18px;padding-bottom:12px;font-weight:600;margin-top:-30px"><br /> <i class="contajner">List of "Apply when" rule triggers </i></h3> <i class="contajner"> </i> <i class="contajner"> <font>Ticket Older Than</font> </i> <div class="record" id="R0115"> <div onclick="FT0115();"><i class="contajner"><strong><span style="font-size: 14px;">Ticked older than</span></strong> </i></div> <div id="D001"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">The rule takes action if a ticket is older than the specified time (created the specified time ago).</span><br />   </i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Use Case Example:</span><br /> <span style="color: #555555;">Let's say you wish to be notified about a ticket that has not been resolved within a required time range. You would need to use this time rule trigger.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=02y4poz9zkowgucxle17pm224sh1x9uv" /> </i></div> <i class="contajner"> </i></div> </div> <i class="contajner"> </i> <i class="contajner"> <font>Ticket Status Changed Older Than</font> </i> <div class="record" id="R0116"> <div onclick="FT0116();"><i class="contajner"><strong><span style="font-size: 14px;">Ticked status changed older than</span></strong> </i></div> <div id="D002"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">The rule takes action if the last status change has been done a longer than the specified time ago.</span><br />   </i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Use Case Example:</span><br /> <span style="color: #555555;">Let's say you wish to follow up on tickets where the customer did not respond within a required time range. You would need to use this time rule trigger.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=3426dqyez4jj2lt71tgzevtb1ia98uff" /> </i></div> <i class="contajner"> </i></div> </div> <i class="contajner"> </i> <i class="contajner"> <font>Ticket Due In Less Than</font> </i> <div class="record" id="R0117"> <div onclick="FT0117();"><i class="contajner"><strong><span style="font-size: 14px;">Ticked due in less than</span></strong> </i></div> <div id="D003"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">The rule takes action if the ticket is going to reach its SLA within the defined time range.</span><br />   </i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Use Case Example:</span><br /> <span style="color: #555555;">Let's say you wish to TAG or somehow highlight a VIP ticket if it is about to be overdue. You would need to use this time rule trigger.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=dzeies644vaxw0weqfcq28l4c49kqap3" /> </i></div> <i class="contajner"> </i></div> </div> <i class="contajner"> </i> <i class="contajner"> <font>Ticket Overdue More Than</font> </i> <div class="record" id="R0118"> <div onclick="FT0118();"><i class="contajner"><strong><span style="font-size: 14px;">Ticked overdue more than</span></strong> </i></div> <div id="D004"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">The rule takes action if a ticket is already overdue by a specified time.</span><br />   </i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Use Case Example:</span><br /> <span style="color: #555555;">Let's say you wish to investigate overdue tickets on your own. You would need to use this time rule trigger.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=b3s8j29o7mv487emqidbuxt5uju0dpg4" /> </i></div> <i class="contajner"> </i></div> </div> <i class="contajner"> </i> <i class="contajner"> <font> Agent Left Ticket Agent Opened Ticket Agent Rated Chat Started Incoming Call Started Message Added Message Group Added Outbox Mail Status Changed Queue Lenght Changed Ticket Created From Email Ticket Created Ticket Relation Created Ticket Status Changed Ticket Tags Changed Ticket Transferred Ticket Older Than Ticket Status Changed Older Than Ticket Due In Less Than Ticket Overdue More Than </font> </i> <p><i class="contajner"><strong>Example of Time Rule</strong> that will add tag "Urgent" when a ticket is overdue more than 12 hours.</i></p> <i class="contajner"> </i> <p><i class="contajner"><strong><u>Step 3 (Optional):</u></strong> Add conditions - if you want to specify your Time Rule execution more accurately, you can add additional conditions.</i></p> <i class="contajner"> <i class="contajner"> <font> Action Initiator Assigned Agent Status Context Variable Created From Contact Widget Current Date Current Day Current Time Custom Field Customer Group Ip Of Visitor Last Message Logged In User Role Requested By Requester Company Is Requester Is From Ticket Assigned Ticket Changed Ticket Created Ticket Deleted Ticket Department Ticket Priority Ticket SLA Level Ticket Source Ticket Start Referrer URL Ticket Status Ticket Subject Ticket Tags Agent Rating Type To Number From Number Message Group Type Added By User Role Message Group Type Created Scheduled Status Subject TO Recipients CC Recipients BCC Recipients Error Message Last Retry Retry Number Tickets Queue Length Calls Queue Length Chats Queue Length Queue Department Email Body Email Subject Email From Email To Email CC Email BCC Email Header Relation Type New Status Old Status Ticket Tag </font> </i></i> <h3 id="conditions" style="padding:0;font-size:18px;padding-bottom:12px;font-weight:600;margin-top:-30px"><br /> <i class="contajner"><i class="contajner">List of time rule conditions </i></i></h3> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font> Action Initiator Assigned Agent Status Context Variable Created From Contact Widget Current Date Current Day Current Time Custom Field Customer Group Ip Of Visitor Last Message Logged In User Role Requested By Requester Company Is Requester Is From Ticket Assigned Ticket Changed Ticket Created Ticket Deleted Ticket Department Ticket Priority Ticket SLA Level Ticket Source Ticket Start Referrer URL Ticket Status Ticket Subject Ticket Tags </font> </i></i> <div class="general"> <h4><i class="contajner"><i class="contajner"><strong>General conditions</strong> - available for every <strong>"Apply when"</strong> trigger:</i></i></h4> <i class="contajner"><i class="contajner"><i class="contajner"><font>Current Date</font> </i></i></i> <div class="record2" id="RR007"> <div onclick="FC007();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">current date</span></strong> </i></i></i></div> <div id="C007"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to define an exact date or date range/ranges within which the rule should be triggered.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option:</span><br /> <span style="color: #555555;">You are able to define multiple dates or date ranges using the <strong>"Add condition group"</strong> option that works as an <strong>OR</strong> operator.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=jiohtbk6ri4vts7w4vm7vtjb0a9tcd8u" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Current Day</font> </i></i></i> <div class="record2" id="RR008"> <div onclick="FC008();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">current day</span></strong> </i></i></i></div> <div id="C008"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to define an exact day/days when the rule should be triggered.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option:</span><br /> <span style="color: #555555;">Further option goes here...</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=snpd985v1jdelxlg5v99nqtjt5njnwow" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Current Time</font> </i></i></i> <div class="record2" id="RR009"> <div onclick="FC009();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">current time</span></strong> </i></i></i></div> <div id="C009"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to define an exact time or time range/ranges within which the rule should be triggered.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option:</span><br /> <span style="color: #555555;">You are able to define multiple times or times ranges using the <strong>"Add condition group"</strong> option that works as an <strong>OR</strong> operator.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=014rmy6ww7bdsxrxiz3xjm6xso11dv1d" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Customer Group</font> </i></i></i> <div class="record2" id="RR0011"> <div onclick="FC0011();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">customer group</span></strong> </i></i></i></div> <div id="C0011"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to choose whether the customer (requester of the ticket) should or should not belong to a customer group in order to trigger the rule.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=tq7j2g8i377hj76cvj3mm7junvbzgbvw" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Requested By</font> </i></i></i> <div class="record2" id="RR0015"> <div onclick="FC0015();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">requested by</span></strong> </i></i></i></div> <div id="C0015"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to specify the requester of the ticket (from whom the email should be to trigger the rule - <strong>customer's email address</strong>).</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=in1kzkswiom6k3cneswz805qoxp40auh" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Requester Company Is</font> </i></i></i> <div class="record2" id="RR0016"> <div onclick="FC0016();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">requester company is</span></strong> </i></i></i></div> <div id="C0016"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to specify the company that the customer should be assigned with, in order to trigger the rule.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=gws5r5d5stecpl1hxztr6zhbsphl1rf1" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Ticket Assigned</font> </i></i></i> <div class="record2" id="RR0018"> <div onclick="FC0018();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">ticket assigned</span></strong> </i></i></i></div> <div id="C0018"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to specify the ticket relation <strong>(assignment)</strong> with agents.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=kv1xa77eivwomtmgz8kiahxeew90k3n0" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Ticket Created</font> </i></i></i> <div class="record2" id="RR0020"> <div onclick="FC0020();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">ticket created</span></strong> </i></i></i></div> <div id="C0020"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, it is possible to defined the timerange in within the ticket had to be created in order to trigger the rule.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=qm7m864anaqvgz8vq142ih0x1e9o1oeh" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Ticket Deleted</font> </i></i></i> <div class="record2" id="RR0021"> <div onclick="FC0021();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">ticket deleted</span></strong> </i></i></i></div> <div id="C0021"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, it is possible to defined the timerange in within the ticket had to be deleted in order to trigger the rule.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=m6ffstmpumezi0xmhb87zhc6miqgvg0y" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Ticket Department</font> </i></i></i> <div class="record2" id="RR0022"> <div onclick="FC0022();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">ticket department</span></strong> </i></i></i></div> <div id="C0022"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to specify the department where the ticket should or should not be assigned.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=7p256jr7y95fficcuiajmi0822mm4z03" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Ticket Priority</font> </i></i></i> <div class="record2" id="RR0023"> <div onclick="FC0023();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">ticket priority</span></strong> </i></i></i></div> <div id="C0023"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to specify ticket´s priority.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option:</span><br /> <span style="color: #555555;">It is possible to choose between several priority levels - The highest priority: 64; The lowest priority: 1/64</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=u6yv75a29uus62oz8n9cbkjqrmcyna09" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Ticket Sla Level</font> </i></i></i> <div class="record2" id="RR0024"> <div onclick="FC0024();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">ticket SLA level</span></strong> </i></i></i></div> <div id="C0024"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to define the required SLA level of a ticket.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=89a681n16nygsazv4365afvxnm1hedi1" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Ticket Start Referrer Url</font> </i></i></i> <div class="record2" id="RR0026"> <div onclick="FC0026();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">ticket start referrer URL</span></strong> </i></i></i></div> <div id="C0026"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to fully or partly specify the URL where the customer requested a ticket/chat/call.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option:</span><br /> <span style="color: #555555;">This condition works with embeded forms (contact forms, chat/call/invitation buttons, etc...)</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=a02dgq80xhtkwuvz3ey7mtb76fyh9uhh" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Ticket Status Changed</font> </i></i></i> <div class="record2" id="RR0027"> <div onclick="FC0027();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">ticket status changed</span></strong> </i></i></i></div> <div id="C0027"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, it is possible to defined the timerange in within the ticket (ticket´s status) should be changed in order to trigger the rule.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=b06clhw5yck0utdtpmuk47fnsc7h5lw3" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Ticket Status</font> </i></i></i> <div class="record2" id="RR0027"> <div onclick="FC0027();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">ticket status</span></strong> </i></i></i></div> <div id="C0027"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to specify the required ticket status in order to trigger the rule.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=b06clhw5yck0utdtpmuk47fnsc7h5lw3" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Ticket Tags</font> </i></i></i> <div class="record2" id="RR0029"> <div onclick="FC0029();"><i class="contajner"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">ticket tags</span></strong> </i></i></i></div> <div id="C0029"><i class="contajner"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this condition, you are able to fully or partly specify which TAGs should or should not be added to the ticket in order to trigger the rule.</span><br />   </i></i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=mmqwohs8l24ul0k25pbzoly2u9gedaq2" /> </i></i></i></div> <i class="contajner"><i class="contajner"><i class="contajner"> </i></i></i></div> </div> <i class="contajner"><i class="contajner"><i class="contajner"> </i> </i></i></div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font> Action Initiator Assigned Agent Status Context Variable Created From Contact Widget Current Date Current Day Current Time Custom Field Customer Group Ip Of Visitor Last Message Logged In User Role Requested By Requester Company Is Requester Is From Ticket Assigned Ticket Changed Ticket Created Ticket Deleted Ticket Department Ticket Priority Ticket SLA Level Ticket Source Ticket Start Referrer URL Ticket Status Ticket Subject Ticket Tags Agent Rating Type To Number From Number Message Group Type Added By User Role Message Group Type Created Scheduled Status Subject TO Recipients CC Recipients BCC Recipients Error Message Last Retry Retry Number Tickets Queue Length Calls Queue Length Chats Queue Length Queue Department Email Body Email Subject Email From Email To Email CC Email BCC Email Header Relation Type New Status Old Status Ticket Tag </font> </i></i> <p style="margin-top:26px"><i class="contajner"><i class="contajner"><strong><u>Step 4:</u></strong> Perform action - Set the action that you want to execute when conditions are met.</i></i></p> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font> Add Custom Field Value Add Note Add Tag Change Requester's Groups Change Rule Execution Change SLA Level Change Ticket Priority Change Ticket Subject Delete Custom Field Values Delete Ticket HTTP Request Mark As Answered Mark As Not Spam Mark As Spam Merge Into Modify Ticket Recipients Postpone Ticket Purge Ticket And Stop Rules Execution Remove Tag Reopen Ticket Resolve Ticket Send Answer Send Mail Send Notification Send Slack Message Stop Other Rules Transfer Ticket Undelete Ticket Add Chat Message Change IVR Forward Email To </font> </i></i> <h3 id="actions" style="padding:0;font-size:18px;padding-bottom:12px;font-weight:600;margin-top:-30px"><br /> <i class="contajner"><i class="contajner">List of time rule actions: </i></i></h3> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Add Custom Field Value</font> </i></i> <div class="record" id="RRR002"> <div onclick="FA002();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Add custom field value</span></strong> </i></i></div> <div id="A002"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action fills your custom customer or contact field with an exact value or any value from the context that matches your regular expression.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to choose between an exact value (defined on your own right within the rule) or any value from the context that matches your regular expression (defined in the rule). </span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=r20rdhqhdlyc2klvszrgyeeosj8o904s" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Add Note</font> </i></i> <div class="record" id="RRR003"> <div onclick="FA003();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Add note</span></strong> </i></i></div> <div id="A003"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This actions adds a pre-defined note to a ticket that meets the rule's condition.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to include also pre-defined attachment.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=il9c499iubq338bpuji8j2thjc74lc2t" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Add Tag</font> </i></i> <div class="record" id="RRR004"> <div onclick="FA004();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Add tag</span></strong> </i></i></div> <div id="A004"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action adds TAG/TAGs if the ticket meets the rule's condition.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=95kn02xtkti5u0k25duw5dih15zpt9v5" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Change Requesters groups</font> </i></i> <div class="record" id="RRR005"> <div onclick="FA005();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Change requester's groups</span></strong> </i></i></div> <div id="A005"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action adds/removes the requester (customer) into/from a defined customer group.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to choose whether to add or remove the customer.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=rnt196tjuehpk9ctng17b0q3dng9fbmn" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Change Rule Execution</font> </i></i> <div class="record" id="RRR0030"> <div onclick="FA0030();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Change rule execution</span></strong> </i></i></div> <div id="A0030"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">Using this action you are able to affect the execution of futher rules (regardless of the trigger category).</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to choose between multiple types of changes in the executions</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=rnt196tjuehpk9ctng17b0q3dng9fbmn" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Change Sla Level</font> </i></i> <div class="record" id="RRR006"> <div onclick="FA006();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Change SLA level</span></strong> </i></i></div> <div id="A006"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action changes the SLA level of the ticket.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=51u7nalthm8c15187r7tuvugk0d8nm8y" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Change Ticket Priority</font> </i></i> <div class="record" id="RRR007"> <div onclick="FA007();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Change ticket priority</span></strong> </i></i></div> <div id="A007"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action increases or decreases the priority of a ticket if the rule's condition is met.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to choose between several priority levels - The highest priority: 64; The lowest priority: 1/64</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=hmuoivx1b0pks9wddy24x0lqm7udo6kj" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Change Ticket Subject</font> </i></i> <div class="record" id="RRR008"> <div onclick="FA008();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Change ticket subject</span></strong> </i></i></div> <div id="A008"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action changes the subject of the ticket to a pre-defined value if the ticket meets rule conditions.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=xq2bs7nhjef4bmuq916x2b31ckdcq1kq" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Delete Custom Field Values</font> </i></i> <div class="record" id="RRR009"> <div onclick="FA009();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Delete custom field values</span></strong> </i></i></div> <div id="A009"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action deletes the chosen custom field value of the ticket that meets rule conditions.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=5462439z6s2f3pnkolr2y6mxpgs71jss" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Delete Ticket</font> </i></i> <div class="record" id="RRR0010"> <div onclick="FA0010();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Delete ticket</span></strong> </i></i></div> <div id="A0010"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action deletes the ticket.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=lufht153mq8pjv7rya760wyb9t9ka57g" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>HTTP request</font> </i></i> <div class="record" id="RRR0012"> <div onclick="FA0012();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">HTTP request</span></strong> </i></i></div> <div id="A0012"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action sends an pre-defined HTTP request if the ticket meets rule conditions.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to defined the postback/callback URL, HTTP Method, HTTP Header, HTTP Body, and Encoding. You also able to include available variables.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=etwu0s25u4zeii4p54kp2jnbjy02317u" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Mark As Answered</font> </i></i> <div class="record" id="RRR0013"> <div onclick="FA0013();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Mark as answered</span></strong> </i></i></div> <div id="A0013"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action changes the status of ticket to <strong>"Answered"</strong>.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to add an attachment if needed.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=yxiwnngvhfnv819h3rw4j9ryj0bv34se" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Mark As Not Spam</font> </i></i> <div class="record" id="RRR0014"> <div onclick="FA0014();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Mark as not spam</span></strong> </i></i></div> <div id="A0014"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action changes the status of a ticket from <strong>"Spam"</strong> to <strong>"Open"</strong>.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=t4s2tcetdd7sv2o6p2dvr3qk47k5qzbo" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Mark As Spam</font> </i></i> <div class="record" id="RRR0015"> <div onclick="FA0015();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Mark as spam</span></strong> </i></i></div> <div id="A0015"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action markes the ticket as spam.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=dtqh5pj6rp6as3wfltbedee4b5lg0t5x" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Merge Into</font> </i></i> <div class="record" id="RRR0016"> <div onclick="FA0016();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Merge into</span></strong> </i></i></div> <div id="A0016"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action merges the ticket with a pre-defined one.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">You are able to merger also both tickets' TAGs and/or recipients.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=ed3cmuuinm46a9i31kscnti49spq8xxr" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Modify Ticket Recipients</font> </i></i> <div class="record" id="RRR0017"> <div onclick="FA0017();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Modify ticket recipients</span></strong> </i></i></div> <div id="A0017"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action adjusts ticket's list of recipients (participants).</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">Is is possible to add specific TO, CC or BCC recipients, or remove a specific or all TO, CC or BCC recipients.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=ibi4zykx9ncxn8u0ggdpsaayluvbj3fl" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Postpone Ticket</font> </i></i> <div class="record" id="RRR0018"> <div onclick="FA0018();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Postpone ticket</span></strong> </i></i></div> <div id="A0018"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action postpones ticket by a pre-defined amount of time.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible choose between default postpone values or define a custom postpone time. Furthermore, you are able to add a note and/or an attachment.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=majaopztqff8pe550pkcw6lx4t4c82q2" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Purge Ticket And Stop Rules Execution</font> </i></i> <div class="record" id="RRR0019"> <div onclick="FA0019();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Purge ticket and stop rules execution</span></strong> </i></i></div> <div id="A0019"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action purges a ticket (irreversible action) if it meets rule conditions, and prevent from executing other rules for this run.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=s51aa2k1hh2slznwj1il9rymaq4vo1hr" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Remove Tag</font> </i></i> <div class="record" id="RRR0020"> <div onclick="FA0020();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Remove tag</span></strong> </i></i></div> <div id="A0020"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action removes a specific TAG.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=s8v109rrgy48c8q8zxp1riidnmxezk4g" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Reopen Ticket</font> </i></i> <div class="record" id="RRR0021"> <div onclick="FA0021();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Reopen ticket</span></strong> </i></i></div> <div id="A0021"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action changes the ticket status to <strong>"Open"</strong>.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to add a note and/or an attachment.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=4mx5kwddyqwrf5s8jblvjy8nbzrz9xaq" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Resolve Ticket</font> </i></i> <div class="record" id="RRR0022"> <div onclick="FA0022();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Resolve ticket</span></strong> </i></i></div> <div id="A0022"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action changes the ticket status to <strong>"Resolved"</strong>.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to add a note and/or an attachment.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=ax3ulylegbsg54y85wvj4tah478lg5lb" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i>  <i class="contajner"> <font>Send Answer</font> </i></i> <div class="record" id="RRR0023"> <div onclick="FA0023();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Send answer</span></strong> </i></i></div> <div id="A0023"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action sends an automatic response/answer to the requester of the ticket. In most of the cases, this action is used with the <strong>"Ticket created"</strong> or <strong>"Ticket created from email"</strong> trigger. For more details regarding this action, please, visit the following <a href="https://support.liveagent.com/493350-How-to-send-automatic-reply-to-customer-after-a-ticket-is-created" target="_blank">article</a>. </span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">You are able to add an attachment and/or variable, and define the <strong>"From name"</strong>, <strong>"Subject"</strong> and the <strong>"Message"</strong> of this response. Furthermore, you are able to compose the response as a simple plain-text email or an advanced HTML-based email. </span></i></i> <div class="warning"><i class="contajner"><i class="contajner"><span style="color: #555555;">We recommend checking the "<u>Keep ticket state</u>" option to keep the ticket opened for your agents!</span></i></i></div> <i class="contajner"><i class="contajner"><span style="color: #555555;"> </span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=sw6vi5esxbkmmq4bu8f5cfctpytx4pe5" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Send Mail</font> </i></i> <div class="record" id="RRR0024"> <div onclick="FA0024();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Send mail</span></strong> </i></i></div> <div id="A0024"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action sends an automatic email to any pre-defined recipient (requester, admin, external email, etc...). In most of the cases, this action is used with the <strong>"Ticket created"</strong> or <strong>"Ticket created from email"</strong> trigger. For more details regarding the difference between this and the <strong>"Send answer"</strong> action, please, visit the following <a href="https://support.liveagent.com/493350-How-to-send-automatic-reply-to-customer-after-a-ticket-is-created" target="_blank">article</a>. </span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">You are able to add an attachment and/or variable, and define the <strong>"From"</strong>, <strong>"TO"</strong>, <strong>"CC"</strong> and <strong>"BCC"</strong> mail accounts, <strong>"Subject"</strong> and the email <strong>"Body"</strong>. Furthermore, you are able to compose the body as a simple plain-text email or an advanced HTML-based email. </span></i></i> <div class="warning"><i class="contajner"><i class="contajner"><span style="color: #555555;">We <u>Do Not</u> recommend using this action for you auto-responder rule! More details <a href="https://support.liveagent.com/493350-How-to-send-automatic-reply-to-customer-after-a-ticket-is-created" target="_blank"><u>here</u></a>. </span></i></i></div> <i class="contajner"><i class="contajner"><span style="color: #555555;"> </span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=2jnieak67l5h976ejbcmjarex1171nvv" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Send Notification</font> </i></i> <div class="record" id="RRR0025"> <div onclick="FA0025();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Send notification</span></strong> </i></i></div> <div id="A0025"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action triggers a visual notification.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to define the list of recipients of this notification, the type of the notification and also the message including variables.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=bjbb6vv5pa4qi78nekwjedpwmdka7yl7" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Sned Slack Message</font> </i></i> <div class="record" id="RRR0026"> <div onclick="FA0026();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Send Slack message</span></strong> </i></i></div> <div id="A0026"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action is only available with connected slack account and it sends a message to a chosen slack user or channel.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to include variables in the message.</span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=5myrl42a2wso0kv0o5o54qh2atedbbti" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Stop Other Rules</font> </i></i> <div class="record" id="RRR0027"> <div onclick="FA0027();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Stop other rules</span></strong> </i></i></div> <div id="A0027"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action stops further/upcoming rules, but only within the same trigger category. So, for example, if this action is triggered by the <strong>"Ticket tags changed"</strong>, it won't stop other rules with a different trigger, but only upcoming rules within the same trigger. </span></i></i> <div class="warning"><i class="contajner"><i class="contajner"><span style="color: #555555;">Double-check the position of this particular rule within the same trigger category (list of rules) in order to stop the rule execution in the correct moment.</span></i></i></div> <i class="contajner"><i class="contajner"><span style="color: #555555;"> </span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=hicrfuxfqi78e8oauvs5s3xllc30k5fj" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Transfer Ticket</font> </i></i> <div class="record" id="RRR0028"> <div onclick="FA0028();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Transfer ticket</span></strong> </i></i></div> <div id="A0028"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action transfers the ticket that meets rule conditions to a pre-defined department and/or assigns the ticket to a pre-defined user (agent, admin, owner).</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Further Option</span><br /> <span style="color: #555555;">It is possible to defined a transfer note and/or add an attachment. The <strong>"Keep ticket status"</strong> option prevents from changing the status to <strong>"Open"</strong> if needed. </span><br /> <br /> <img lightbox="true" src="/scripts/file.php?view=Y&file=6zjljd56k7gub94przkigczxiv9ax7sk" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font>Undelete Ticket</font> </i></i> <div class="record" id="RRR0029"> <div onclick="FA0029();"><i class="contajner"><i class="contajner"><strong><span style="font-size: 14px;">Undelete ticket</span></strong> </i></i></div> <div id="A0029"><i class="contajner"><i class="contajner"><span style="color: #555555; font-weight: 800; font-size: 15px;">Description:</span><br /> <span style="color: #555555;">This action changes the status of a ticket from <strong>"Deleted"</strong> to <strong>"Open"</strong>.</span><br />   </i></i> <div style="background-color: #fff; border-radius: 4px; cursor: default; padding: 10px; margin: -10px; margin-bottom: 0;"><i class="contajner"><i class="contajner"><img lightbox="true" src="/scripts/file.php?view=Y&file=wtuq9rlmid6lu2ca493tjk1dvtxqckaf" /> </i></i></div> <i class="contajner"><i class="contajner"> </i></i></div> </div> <i class="contajner"><i class="contajner"> </i> <i class="contajner"> <font> Add Custom Field Value Add Note Add Tag Change Requester's Groups Change Rule Execution Change SLA Level Change Ticket Priority Change Ticket Subject Delete Custom Field Values Delete Ticket HTTP Request Mark As Answered Mark As Not Spam Mark As Spam Merge Into Modify Ticket Recipients Postpone Ticket Purge Ticket And Stop Rules Execution Remove Tag Reopen Ticket Resolve Ticket Send Answer Send Mail Send Notification Send Slack Message Stop Other Rules Transfer Ticket Undelete Ticket Add Chat Message Change IVR Forward Email To </font> <a href="#nlHeaderWrapper" style="float: right; position: relative; right: 50%; transform: translate(50%, 0); top: 20px; font-weight: 800; cursor: pointer;">Back to the top</a> </i> </i></li> </ul> </div>   <div class="related"> <h2><i class="contajner">Related content</i></h2> <p><i class="contajner"><a href="https://support.liveagent.com/038465-Rules---Predefined-actions" target="_blank">  •    General overview of Rules - predefined actions</a></i></p> <p><i class="contajner"><a href="https://support.liveagent.com/908400-Triggers-conditions-and-actions" target="_blank">  •    Triggers, conditions and actions</a></i></p> <p><i class="contajner"><a href="https://support.liveagent.com/007387-Rules-examples" target="_blank">  •    Other rule examples</a></i></p> </div> <i class="contajner"> <script> var XALL = 0; var T001 = 0; var T002 = 0; var T003 = 0; var T004 = 0; var T005 = 0; var T006 = 0; var T007 = 0; var T008 = 0; var T009 = 0; var T0010 = 0; var T0011 = 0; var T0012 = 0; var T0013 = 0; var T0014 = 0; var T0015 = 0; var D001 = 0; var D002 = 0; var D003 = 0; var D004 = 0; function FT001() { if (T001 === 0) { document.getElementById("T001").style.display = "inherit"; document.getElementById("R001").style.background = "#f39c12"; document.getElementById("R001").style.color = "#ffffff"; T001++; } else { document.getElementById("T001").style.display = "none"; document.getElementById("R001").style.background = "#F1F1F1"; document.getElementById("R001").style.color = "#555555"; T001--; } } function FT002() { if (T002 === 0) { document.getElementById("T002").style.display = "inherit"; document.getElementById("R002").style.background = "#f39c12"; document.getElementById("R002").style.color = "#ffffff"; T002++; } else { document.getElementById("T002").style.display = "none"; document.getElementById("R002").style.background = "#F1F1F1"; document.getElementById("R002").style.color = "#555555"; T002--; } } function FT003() { if (T003 === 0) { document.getElementById("T003").style.display = "inherit"; document.getElementById("R003").style.background = "#f39c12"; document.getElementById("R003").style.color = "#ffffff"; T003++; } else { document.getElementById("T003").style.display = "none"; document.getElementById("R003").style.background = "#F1F1F1"; document.getElementById("R003").style.color = "#555555"; T003--; } } function FT004() { if (T004 === 0) { document.getElementById("T004").style.display = "inherit"; document.getElementById("R004").style.background = "#f39c12"; document.getElementById("R004").style.color = "#ffffff"; T004++; } else { document.getElementById("T004").style.display = "none"; document.getElementById("R004").style.background = "#F1F1F1"; document.getElementById("R004").style.color = "#555555"; T004--; } } function FT005() { if (T005 === 0) { document.getElementById("T005").style.display = "inherit"; document.getElementById("R005").style.background = "#f39c12"; document.getElementById("R005").style.color = "#ffffff"; T005++; } else { document.getElementById("T005").style.display = "none"; document.getElementById("R005").style.background = "#F1F1F1"; document.getElementById("R005").style.color = "#555555"; T005--; } } function FT006() { if (T006 === 0) { document.getElementById("T006").style.display = "inherit"; document.getElementById("R006").style.background = "#f39c12"; document.getElementById("R006").style.color = "#ffffff"; T006++; } else { document.getElementById("T006").style.display = "none"; document.getElementById("R006").style.background = "#F1F1F1"; document.getElementById("R006").style.color = "#555555"; T006--; } } function FT0012() { if (T0012 === 0) { document.getElementById("T0012").style.display = "inherit"; document.getElementById("R0012").style.background = "#f39c12"; document.getElementById("R0012").style.color = "#ffffff"; T0012++; } else { document.getElementById("T0012").style.display = "none"; document.getElementById("R0012").style.background = "#F1F1F1"; document.getElementById("R0012").style.color = "#555555"; T0012--; } } function FT0011() { if (T0011 === 0) { document.getElementById("T0011").style.display = "inherit"; document.getElementById("R0011").style.background = "#f39c12"; document.getElementById("R0011").style.color = "#ffffff"; T0011++; } else { document.getElementById("T0011").style.display = "none"; document.getElementById("R0011").style.background = "#F1F1F1"; document.getElementById("R0011").style.color = "#555555"; T0011--; } } function FT0010() { if (T0010 === 0) { document.getElementById("T0010").style.display = "inherit"; document.getElementById("R0010").style.background = "#f39c12"; document.getElementById("R0010").style.color = "#ffffff"; T0010++; } else { document.getElementById("T0010").style.display = "none"; document.getElementById("R0010").style.background = "#F1F1F1"; document.getElementById("R0010").style.color = "#555555"; T0010--; } } function FT009() { if (T009 === 0) { document.getElementById("T009").style.display = "inherit"; document.getElementById("R009").style.background = "#f39c12"; document.getElementById("R009").style.color = "#ffffff"; T009++; } else { document.getElementById("T009").style.display = "none"; document.getElementById("R009").style.background = "#F1F1F1"; document.getElementById("R009").style.color = "#555555"; T009--; } } function FT008() { if (T008 === 0) { document.getElementById("T008").style.display = "inherit"; document.getElementById("R008").style.background = "#f39c12"; document.getElementById("R008").style.color = "#ffffff"; T008++; } else { document.getElementById("T008").style.display = "none"; document.getElementById("R008").style.background = "#F1F1F1"; document.getElementById("R008").style.color = "#555555"; T008--; } } function FT007() { if (T007 === 0) { document.getElementById("T007").style.display = "inherit"; document.getElementById("R007").style.background = "#f39c12"; document.getElementById("R007").style.color = "#ffffff"; T007++; } else { document.getElementById("T007").style.display = "none"; document.getElementById("R007").style.background = "#F1F1F1"; document.getElementById("R007").style.color = "#555555"; T007--; } } function FT0013() { if (T0013 === 0) { document.getElementById("T0013").style.display = "inherit"; document.getElementById("R0013").style.background = "#f39c12"; document.getElementById("R0013").style.color = "#ffffff"; T0013++; } else { document.getElementById("T0013").style.display = "none"; document.getElementById("R0013").style.background = "#F1F1F1"; document.getElementById("R0013").style.color = "#555555"; T0013--; } } function FT0014() { if (T0014 === 0) { document.getElementById("T0014").style.display = "inherit"; document.getElementById("R0014").style.background = "#f39c12"; document.getElementById("R0014").style.color = "#ffffff"; T0014++; } else { document.getElementById("T0014").style.display = "none"; document.getElementById("R0014").style.background = "#F1F1F1"; document.getElementById("R0014").style.color = "#555555"; T0014--; } } function FT0015() { if (T0015 === 0) { document.getElementById("T0015").style.display = "inherit"; document.getElementById("R0015").style.background = "#f39c12"; document.getElementById("R0015").style.color = "#ffffff"; T0015++; } else { document.getElementById("T0015").style.display = "none"; document.getElementById("R0015").style.background = "#F1F1F1"; document.getElementById("R0015").style.color = "#555555"; T0015--; } } function FT0115() { if (D001 === 0) { document.getElementById("D001").style.display = "inherit"; document.getElementById("R0115").style.background = "#f39c12"; document.getElementById("R0115").style.color = "#ffffff"; D001++; } else { document.getElementById("D001").style.display = "none"; document.getElementById("R0115").style.background = "#F1F1F1"; document.getElementById("R0115").style.color = "#555555"; D001--; } } function FT0116() { if (D002 === 0) { document.getElementById("D002").style.display = "inherit"; document.getElementById("R0116").style.background = "#f39c12"; document.getElementById("R0116").style.color = "#ffffff"; D002++; } else { document.getElementById("D002").style.display = "none"; document.getElementById("R0116").style.background = "#F1F1F1"; document.getElementById("R0116").style.color = "#555555"; D002--; } } function FT0117() { if (D003 === 0) { document.getElementById("D003").style.display = "inherit"; document.getElementById("R0117").style.background = "#f39c12"; document.getElementById("R0117").style.color = "#ffffff"; D003++; } else { document.getElementById("D003").style.display = "none"; document.getElementById("R0117").style.background = "#F1F1F1"; document.getElementById("R0117").style.color = "#555555"; D003--; } } function FT0118() { if (D004 === 0) { document.getElementById("D004").style.display = "inherit"; document.getElementById("R0118").style.background = "#f39c12"; document.getElementById("R0118").style.color = "#ffffff"; D004++; } else { document.getElementById("D004").style.display = "none"; document.getElementById("R0118").style.background = "#F1F1F1"; document.getElementById("R0118").style.color = "#555555"; D004--; } } function ALL() { if (XALL === 0) { document.getElementById("ALL").innerHTML = "Collapse ALL"; T001 = 0; T002 = 0; T003 = 0; T004 = 0; T005 = 0; T006 = 0; T007 = 0; T008 = 0; T009 = 0; T0010 = 0; T0011 = 0; T0012 = 0; T0013 = 0; T0014 = 0; T0015 = 0; D001 = 0; D002 = 0; D003 = 0; D004 = 0; FT001(); FT002(); FT003(); FT004(); FT005(); FT006(); FT007(); FT008(); FT009(); FT0010(); FT0011(); FT0012(); FT0013(); FT0014(); FT0015(); FT0115(); FT0116(); FT0117(); FT0118(); XALL++; } else { document.getElementById("ALL").innerHTML = "Expand ALL"; T001 = 1; T002 = 1; T003 = 1; T004 = 1; T005 = 1; T006 = 1; T007 = 1; T008 = 1; T009 = 1; T0010 = 1; T0011 = 1; T0012 = 1; T0013 = 1; T0014 = 1; T0015 = 1; D001 = 1; D002 = 1; D003 = 1; D004 = 1; FT001(); FT002(); FT003(); FT004(); FT005(); FT006(); FT007(); FT008(); FT009(); FT0010(); FT0011(); FT0012(); FT0013(); FT0014(); FT0015(); FT0115(); FT0116(); FT0117(); FT0118(); XALL--; } } var C001 = 0; var C002 = 0; var C003 = 0; var C004 = 0; var C005 = 0; var C006 = 0; var C007 = 0; var C008 = 0; var C009 = 0; var C0010 = 0; var C0011 = 0; var C0012 = 0; var C0013 = 0; var C0014 = 0; var C0015 = 0; var C0016 = 0; var C0017 = 0; var C0018 = 0; var C0019 = 0; var C0020 = 0; var C0021 = 0; var C0022 = 0; var C0023 = 0; var C0024 = 0; var C0025 = 0; var C0026 = 0; var C0027 = 0; var C0028 = 0; var C0029 = 0; var C0030 = 0; var C0031 = 0; var C0131 = 0; var C0032 = 0; var C0033 = 0; var C0034 = 0; var C0035 = 0; var C0036 = 0; var C0037 = 0; var C0038 = 0; var C0039 = 0; var C0040 = 0; var C0041 = 0; var C0042 = 0; var C0043 = 0; var C0044 = 0; var C0045 = 0; var C0046 = 0; var C0047 = 0; var C0048 = 0; var C0049 = 0; var C0050 = 0; var C0051 = 0; var C0052 = 0; var C0053 = 0; var C0054 = 0; var C0055 = 0; var C0056 = 0; var C0057 = 0; var C0058 = 0; var C0059 = 0; var XALL3 = 0; function ALL3() { if (XALL3 === 0) { document.getElementById("ALL3").innerHTML = "Collapse ALL"; C001 = 0; C002 = 0; C003 = 0; C004 = 0; C005 = 0; C006 = 0; C007 = 0; C008 = 0; C009 = 0; C0010 = 0; C0011 = 0; C0012 = 0; C0013 = 0; C0014 = 0; C0015 = 0; C0016 = 0; C0017 = 0; C0018 = 0; C0019 = 0; C0020 = 0; C0021 = 0; C0022 = 0; C0023 = 0; C0024 = 0; C0025 = 0; C0026 = 0; C0027 = 0; C0028 = 0; C0029 = 0; C0030 = 0; C0031 = 0; C0131 = 0; C0032 = 0; C0033 = 0; C0034 = 0; C0035 = 0; C0036 = 0; C0037 = 0; C0038 = 0; C0039 = 0; C0040 = 0; C0041 = 0; C0042 = 0; C0043 = 0; C0044 = 0; C0045 = 0; C0046 = 0; C0047 = 0; C0048 = 0; C0049 = 0; C0050 = 0; C0051 = 0; C0052 = 0; C0053 = 0; C0054 = 0; C0055 = 0; C0056 = 0; C0057 = 0; C0058 = 0; C0059 = 0; FC001(); FC002(); FC003(); FC004(); FC005(); FC006(); FC007(); FC008(); FC009(); FC0010(); FC0011(); FC0012(); FC0013(); FC0014(); FC0015(); FC0016(); FC0017(); FC0018(); FC0019(); FC0020(); FC0021(); FC0022(); FC0023(); FC0024(); FC0025(); FC0026(); FC0027(); FC0028(); FC0029(); FC0030(); FC0031(); FC0131(); FC0032(); FC0033(); FC0034(); FC0035(); FC0036(); FC0037(); FC0038(); FC0039(); FC0040(); FC0041(); FC0042(); FC0043(); FC0044(); FC0045(); FC0046(); FC0047(); FC0048(); FC0049(); FC0050(); FC0051(); FC0052(); FC0053(); FC0054(); FC0055(); FC0056(); FC0057(); FC0058(); FC0059(); XALL3++; } else { document.getElementById("ALL3").innerHTML = "Expand ALL"; C001 = 1; C002 = 1; C003 = 1; C004 = 1; C005 = 1; C006 = 1; C007 = 1; C008 = 1; C009 = 1; C0010 = 1; C0011 = 1; C0012 = 1; C0013 = 1; C0014 = 1; C0015 = 1; C0016 = 1; C0017 = 1; C0018 = 1; C0019 = 1; C0020 = 1; C0021 = 1; C0022 = 1; C0023 = 1; C0024 = 1; C0025 = 1; C0026 = 1; C0027 = 1; C0028 = 1; C0029 = 1; C0030 = 1; C0031 = 1; C0131 = 1; C0032 = 1; C0033 = 1; C0034 = 1; C0035 = 1; C0036 = 1; C0037 = 1; C0038 = 1; C0039 = 1; C0040 = 1; C0041 = 1; C0042 = 1; C0043 = 1; C0044 = 1; C0045 = 1; C0046 = 1; C0047 = 1; C0048 = 1; C0049 = 1; C0050 = 1; C0051 = 1; C0052 = 1; C0053 = 1; C0054 = 1; C0055 = 1; C0056 = 1; C0057 = 1; C0058 = 1; C0059 = 1; FC001(); FC002(); FC003(); FC004(); FC005(); FC006(); FC007(); FC008(); FC009(); FC0010(); FC0011(); FC0012(); FC0013(); FC0014(); FC0015(); FC0016(); FC0017(); FC0018(); FC0019(); FC0020(); FC0021(); FC0022(); FC0023(); FC0024(); FC0025(); FC0026(); FC0027(); FC0028(); FC0029(); FC0030(); FC0031(); FC0131(); FC0032(); FC0033(); FC0034(); FC0035(); FC0036(); FC0037(); FC0038(); FC0039(); FC0040(); FC0041(); FC0042(); FC0043(); FC0044(); FC0045(); FC0046(); FC0047(); FC0048(); FC0049(); FC0050(); FC0051(); FC0052(); FC0053(); FC0054(); FC0055(); FC0056(); FC0057(); FC0058(); FC0059(); XALL3--; } } function FC001() { if (C001 === 0) { document.getElementById("C001").style.display = "inherit"; document.getElementById("RR001").style.background = "#f39c12"; document.getElementById("RR001").style.color = "#ffffff"; C001++; } else { document.getElementById("C001").style.display = "none"; document.getElementById("RR001").style.background = "#FFFFFF"; document.getElementById("RR001").style.color = "#555555"; C001--; } } function FC002() { if (C002 === 0) { document.getElementById("C002").style.display = "inherit"; document.getElementById("RR002").style.background = "#f39c12"; document.getElementById("RR002").style.color = "#ffffff"; C002++; } else { document.getElementById("C002").style.display = "none"; document.getElementById("RR002").style.background = "#FFFFFF"; document.getElementById("RR002").style.color = "#555555"; C002--; } } function FC003() { if (C003 === 0) { document.getElementById("C003").style.display = "inherit"; document.getElementById("RR003").style.background = "#f39c12"; document.getElementById("RR003").style.color = "#ffffff"; C003++; } else { document.getElementById("C003").style.display = "none"; document.getElementById("RR003").style.background = "#FFFFFF"; document.getElementById("RR003").style.color = "#555555"; C003--; } } function FC004() { if (C004 === 0) { document.getElementById("C004").style.display = "inherit"; document.getElementById("RR004").style.background = "#f39c12"; document.getElementById("RR004").style.color = "#ffffff"; C004++; } else { document.getElementById("C004").style.display = "none"; document.getElementById("RR004").style.background = "#FFFFFF"; document.getElementById("RR004").style.color = "#555555"; C004--; } } function FC005() { if (C005 === 0) { document.getElementById("C005").style.display = "inherit"; document.getElementById("RR005").style.background = "#f39c12"; document.getElementById("RR005").style.color = "#ffffff"; C005++; } else { document.getElementById("C005").style.display = "none"; document.getElementById("RR005").style.background = "#FFFFFF"; document.getElementById("RR005").style.color = "#555555"; C005--; } } function FC006() { if (C006 === 0) { document.getElementById("C006").style.display = "inherit"; document.getElementById("RR006").style.background = "#f39c12"; document.getElementById("RR006").style.color = "#ffffff"; C006++; } else { document.getElementById("C006").style.display = "none"; document.getElementById("RR006").style.background = "#FFFFFF"; document.getElementById("RR006").style.color = "#555555"; C006--; } } function FC007() { if (C007 === 0) { document.getElementById("C007").style.display = "inherit"; document.getElementById("RR007").style.background = "#f39c12"; document.getElementById("RR007").style.color = "#ffffff"; C007++; } else { document.getElementById("C007").style.display = "none"; document.getElementById("RR007").style.background = "#FFFFFF"; document.getElementById("RR007").style.color = "#555555"; C007--; } } function FC008() { if (C008 === 0) { document.getElementById("C008").style.display = "inherit"; document.getElementById("RR008").style.background = "#f39c12"; document.getElementById("RR008").style.color = "#ffffff"; C008++; } else { document.getElementById("C008").style.display = "none"; document.getElementById("RR008").style.background = "#FFFFFF"; document.getElementById("RR008").style.color = "#555555"; C008--; } } function FC009() { if (C009 === 0) { document.getElementById("C009").style.display = "inherit"; document.getElementById("RR009").style.background = "#f39c12"; document.getElementById("RR009").style.color = "#ffffff"; C009++; } else { document.getElementById("C009").style.display = "none"; document.getElementById("RR009").style.background = "#FFFFFF"; document.getElementById("RR009").style.color = "#555555"; C009--; } } function FC0010() { if (C0010 === 0) { document.getElementById("C0010").style.display = "inherit"; document.getElementById("RR0010").style.background = "#f39c12"; document.getElementById("RR0010").style.color = "#ffffff"; C0010++; } else { document.getElementById("C0010").style.display = "none"; document.getElementById("RR0010").style.background = "#FFFFFF"; document.getElementById("RR0010").style.color = "#555555"; C0010--; } } function FC0011() { if (C0011 === 0) { document.getElementById("C0011").style.display = "inherit"; document.getElementById("RR0011").style.background = "#f39c12"; document.getElementById("RR0011").style.color = "#ffffff"; C0011++; } else { document.getElementById("C0011").style.display = "none"; document.getElementById("RR0011").style.background = "#FFFFFF"; document.getElementById("RR0011").style.color = "#555555"; C0011--; } } function FC0012() { if (C0012 === 0) { document.getElementById("C0012").style.display = "inherit"; document.getElementById("RR0012").style.background = "#f39c12"; document.getElementById("RR0012").style.color = "#ffffff"; C0012++; } else { document.getElementById("C0012").style.display = "none"; document.getElementById("RR0012").style.background = "#FFFFFF"; document.getElementById("RR0012").style.color = "#555555"; C0012--; } } function FC0013() { if (C0013 === 0) { document.getElementById("C0013").style.display = "inherit"; document.getElementById("RR0013").style.background = "#f39c12"; document.getElementById("RR0013").style.color = "#ffffff"; C0013++; } else { document.getElementById("C0013").style.display = "none"; document.getElementById("RR0013").style.background = "#FFFFFF"; document.getElementById("RR0013").style.color = "#555555"; C0013--; } } function FC0014() { if (C0014 === 0) { document.getElementById("C0014").style.display = "inherit"; document.getElementById("RR0014").style.background = "#f39c12"; document.getElementById("RR0014").style.color = "#ffffff"; C0014++; } else { document.getElementById("C0014").style.display = "none"; document.getElementById("RR0014").style.background = "#FFFFFF"; document.getElementById("RR0014").style.color = "#555555"; C0014--; } } function FC0015() { if (C0015 === 0) { document.getElementById("C0015").style.display = "inherit"; document.getElementById("RR0015").style.background = "#f39c12"; document.getElementById("RR0015").style.color = "#ffffff"; C0015++; } else { document.getElementById("C0015").style.display = "none"; document.getElementById("RR0015").style.background = "#FFFFFF"; document.getElementById("RR0015").style.color = "#555555"; C0015--; } } function FC0016() { if (C0016 === 0) { document.getElementById("C0016").style.display = "inherit"; document.getElementById("RR0016").style.background = "#f39c12"; document.getElementById("RR0016").style.color = "#ffffff"; C0016++; } else { document.getElementById("C0016").style.display = "none"; document.getElementById("RR0016").style.background = "#FFFFFF"; document.getElementById("RR0016").style.color = "#555555"; C0016--; } } function FC0017() { if (C0017 === 0) { document.getElementById("C0017").style.display = "inherit"; document.getElementById("RR0017").style.background = "#f39c12"; document.getElementById("RR0017").style.color = "#ffffff"; C0017++; } else { document.getElementById("C0017").style.display = "none"; document.getElementById("RR0017").style.background = "#FFFFFF"; document.getElementById("RR0017").style.color = "#555555"; C0017--; } } function FC0018() { if (C0018 === 0) { document.getElementById("C0018").style.display = "inherit"; document.getElementById("RR0018").style.background = "#f39c12"; document.getElementById("RR0018").style.color = "#ffffff"; C0018++; } else { document.getElementById("C0018").style.display = "none"; document.getElementById("RR0018").style.background = "#FFFFFF"; document.getElementById("RR0018").style.color = "#555555"; C0018--; } } function FC0019() { if (C0019 === 0) { document.getElementById("C0019").style.display = "inherit"; document.getElementById("RR0019").style.background = "#f39c12"; document.getElementById("RR0019").style.color = "#ffffff"; C0019++; } else { document.getElementById("C0019").style.display = "none"; document.getElementById("RR0019").style.background = "#FFFFFF"; document.getElementById("RR0019").style.color = "#555555"; C0019--; } } function FC0020() { if (C0020 === 0) { document.getElementById("C0020").style.display = "inherit"; document.getElementById("RR0020").style.background = "#f39c12"; document.getElementById("RR0020").style.color = "#ffffff"; C0020++; } else { document.getElementById("C0020").style.display = "none"; document.getElementById("RR0020").style.background = "#FFFFFF"; document.getElementById("RR0020").style.color = "#555555"; C0020--; } } function FC0021() { if (C0021 === 0) { document.getElementById("C0021").style.display = "inherit"; document.getElementById("RR0021").style.background = "#f39c12"; document.getElementById("RR0021").style.color = "#ffffff"; C0021++; } else { document.getElementById("C0021").style.display = "none"; document.getElementById("RR0021").style.background = "#FFFFFF"; document.getElementById("RR0021").style.color = "#555555"; C0021--; } } function FC0022() { if (C0022 === 0) { document.getElementById("C0022").style.display = "inherit"; document.getElementById("RR0022").style.background = "#f39c12"; document.getElementById("RR0022").style.color = "#ffffff"; C0022++; } else { document.getElementById("C0022").style.display = "none"; document.getElementById("RR0022").style.background = "#FFFFFF"; document.getElementById("RR0022").style.color = "#555555"; C0022--; } } function FC0023() { if (C0023 === 0) { document.getElementById("C0023").style.display = "inherit"; document.getElementById("RR0023").style.background = "#f39c12"; document.getElementById("RR0023").style.color = "#ffffff"; C0023++; } else { document.getElementById("C0023").style.display = "none"; document.getElementById("RR0023").style.background = "#FFFFFF"; document.getElementById("RR0023").style.color = "#555555"; C0023--; } } function FC0024() { if (C0024 === 0) { document.getElementById("C0024").style.display = "inherit"; document.getElementById("RR0024").style.background = "#f39c12"; document.getElementById("RR0024").style.color = "#ffffff"; C0024++; } else { document.getElementById("C0024").style.display = "none"; document.getElementById("RR0024").style.background = "#FFFFFF"; document.getElementById("RR0024").style.color = "#555555"; C0024--; } } function FC0025() { if (C0025 === 0) { document.getElementById("C0025").style.display = "inherit"; document.getElementById("RR0025").style.background = "#f39c12"; document.getElementById("RR0025").style.color = "#ffffff"; C0025++; } else { document.getElementById("C0025").style.display = "none"; document.getElementById("RR0025").style.background = "#FFFFFF"; document.getElementById("RR0025").style.color = "#555555"; C0025--; } } function FC0026() { if (C0026 === 0) { document.getElementById("C0026").style.display = "inherit"; document.getElementById("RR0026").style.background = "#f39c12"; document.getElementById("RR0026").style.color = "#ffffff"; C0026++; } else { document.getElementById("C0026").style.display = "none"; document.getElementById("RR0026").style.background = "#FFFFFF"; document.getElementById("RR0026").style.color = "#555555"; C0026--; } } function FC0027() { if (C0027 === 0) { document.getElementById("C0027").style.display = "inherit"; document.getElementById("RR0027").style.background = "#f39c12"; document.getElementById("RR0027").style.color = "#ffffff"; C0027++; } else { document.getElementById("C0027").style.display = "none"; document.getElementById("RR0027").style.background = "#FFFFFF"; document.getElementById("RR0027").style.color = "#555555"; C0027--; } } function FC0028() { if (C0028 === 0) { document.getElementById("C0028").style.display = "inherit"; document.getElementById("RR0028").style.background = "#f39c12"; document.getElementById("RR0028").style.color = "#ffffff"; C0028++; } else { document.getElementById("C0028").style.display = "none"; document.getElementById("RR0028").style.background = "#FFFFFF"; document.getElementById("RR0028").style.color = "#555555"; C0028--; } } function FC0029() { if (C0029 === 0) { document.getElementById("C0029").style.display = "inherit"; document.getElementById("RR0029").style.background = "#f39c12"; document.getElementById("RR0029").style.color = "#ffffff"; C0029++; } else { document.getElementById("C0029").style.display = "none"; document.getElementById("RR0029").style.background = "#FFFFFF"; document.getElementById("RR0029").style.color = "#555555"; C0029--; } } function FC0030() { if (C0030 === 0) { document.getElementById("C0030").style.display = "inherit"; document.getElementById("RR0030").style.background = "#f39c12"; document.getElementById("RR0030").style.color = "#ffffff"; C0030++; } else { document.getElementById("C0030").style.display = "none"; document.getElementById("RR0030").style.background = "#FFFFFF"; document.getElementById("RR0030").style.color = "#555555"; C0030--; } } function FC0031() { if (C0031 === 0) { document.getElementById("C0031").style.display = "inherit"; document.getElementById("RR0031").style.background = "#f39c12"; document.getElementById("RR0031").style.color = "#ffffff"; C0031++; } else { document.getElementById("C0031").style.display = "none"; document.getElementById("RR0031").style.background = "#FFFFFF"; document.getElementById("RR0031").style.color = "#555555"; C0031--; } } function FC0131() { if (C0131 === 0) { document.getElementById("C0131").style.display = "inherit"; document.getElementById("RR0131").style.background = "#f39c12"; document.getElementById("RR0131").style.color = "#ffffff"; C0131++; } else { document.getElementById("C0131").style.display = "none"; document.getElementById("RR0131").style.background = "#FFFFFF"; document.getElementById("RR0131").style.color = "#555555"; C0131--; } } function FC0032() { if (C0032 === 0) { document.getElementById("C0032").style.display = "inherit"; document.getElementById("RR0032").style.background = "#f39c12"; document.getElementById("RR0032").style.color = "#ffffff"; C0032++; } else { document.getElementById("C0032").style.display = "none"; document.getElementById("RR0032").style.background = "#FFFFFF"; document.getElementById("RR0032").style.color = "#555555"; C0032--; } } function FC0033() { if (C0033 === 0) { document.getElementById("C0033").style.display = "inherit"; document.getElementById("RR0033").style.background = "#f39c12"; document.getElementById("RR0033").style.color = "#ffffff"; C0033++; } else { document.getElementById("C0033").style.display = "none"; document.getElementById("RR0033").style.background = "#FFFFFF"; document.getElementById("RR0033").style.color = "#555555"; C0033--; } } function FC0034() { if (C0034 === 0) { document.getElementById("C0034").style.display = "inherit"; document.getElementById("RR0034").style.background = "#f39c12"; document.getElementById("RR0034").style.color = "#ffffff"; C0034++; } else { document.getElementById("C0034").style.display = "none"; document.getElementById("RR0034").style.background = "#FFFFFF"; document.getElementById("RR0034").style.color = "#555555"; C0034--; } } function FC0035() { if (C0035 === 0) { document.getElementById("C0035").style.display = "inherit"; document.getElementById("RR0035").style.background = "#f39c12"; document.getElementById("RR0035").style.color = "#ffffff"; C0035++; } else { document.getElementById("C0035").style.display = "none"; document.getElementById("RR0035").style.background = "#FFFFFF"; document.getElementById("RR0035").style.color = "#555555"; C0035--; } } function FC0036() { if (C0036 === 0) { document.getElementById("C0036").style.display = "inherit"; document.getElementById("RR0036").style.background = "#f39c12"; document.getElementById("RR0036").style.color = "#ffffff"; C0036++; } else { document.getElementById("C0036").style.display = "none"; document.getElementById("RR0036").style.background = "#FFFFFF"; document.getElementById("RR0036").style.color = "#555555"; C0036--; } } function FC0037() { if (C0037 === 0) { document.getElementById("C0037").style.display = "inherit"; document.getElementById("RR0037").style.background = "#f39c12"; document.getElementById("RR0037").style.color = "#ffffff"; C0037++; } else { document.getElementById("C0037").style.display = "none"; document.getElementById("RR0037").style.background = "#FFFFFF"; document.getElementById("RR0037").style.color = "#555555"; C0037--; } } function FC0038() { if (C0038 === 0) { document.getElementById("C0038").style.display = "inherit"; document.getElementById("RR0038").style.background = "#f39c12"; document.getElementById("RR0038").style.color = "#ffffff"; C0038++; } else { document.getElementById("C0038").style.display = "none"; document.getElementById("RR0038").style.background = "#FFFFFF"; document.getElementById("RR0038").style.color = "#555555"; C0038--; } } function FC0039() { if (C0039 === 0) { document.getElementById("C0039").style.display = "inherit"; document.getElementById("RR0039").style.background = "#f39c12"; document.getElementById("RR0039").style.color = "#ffffff"; C0039++; } else { document.getElementById("C0039").style.display = "none"; document.getElementById("RR0039").style.background = "#FFFFFF"; document.getElementById("RR0039").style.color = "#555555"; C0039--; } } function FC0040() { if (C0040 === 0) { document.getElementById("C0040").style.display = "inherit"; document.getElementById("RR0040").style.background = "#f39c12"; document.getElementById("RR0040").style.color = "#ffffff"; C0040++; } else { document.getElementById("C0040").style.display = "none"; document.getElementById("RR0040").style.background = "#FFFFFF"; document.getElementById("RR0040").style.color = "#555555"; C0040--; } } function FC0041() { if (C0041 === 0) { document.getElementById("C0041").style.display = "inherit"; document.getElementById("RR0041").style.background = "#f39c12"; document.getElementById("RR0041").style.color = "#ffffff"; C0041++; } else { document.getElementById("C0041").style.display = "none"; document.getElementById("RR0041").style.background = "#FFFFFF"; document.getElementById("RR0041").style.color = "#555555"; C0041--; } } function FC0042() { if (C0042 === 0) { document.getElementById("C0042").style.display = "inherit"; document.getElementById("RR0042").style.background = "#f39c12"; document.getElementById("RR0042").style.color = "#ffffff"; C0042++; } else { document.getElementById("C0042").style.display = "none"; document.getElementById("RR0042").style.background = "#FFFFFF"; document.getElementById("RR0042").style.color = "#555555"; C0042--; } } function FC0043() { if (C0043 === 0) { document.getElementById("C0043").style.display = "inherit"; document.getElementById("RR0043").style.background = "#f39c12"; document.getElementById("RR0043").style.color = "#ffffff"; C0043++; } else { document.getElementById("C0043").style.display = "none"; document.getElementById("RR0043").style.background = "#FFFFFF"; document.getElementById("RR0043").style.color = "#555555"; C0043--; } } function FC0044() { if (C0044 === 0) { document.getElementById("C0044").style.display = "inherit"; document.getElementById("RR0044").style.background = "#f39c12"; document.getElementById("RR0044").style.color = "#ffffff"; C0044++; } else { document.getElementById("C0044").style.display = "none"; document.getElementById("RR0044").style.background = "#FFFFFF"; document.getElementById("RR0044").style.color = "#555555"; C0044--; } } function FC0045() { if (C0045 === 0) { document.getElementById("C0045").style.display = "inherit"; document.getElementById("RR0045").style.background = "#f39c12"; document.getElementById("RR0045").style.color = "#ffffff"; C0045++; } else { document.getElementById("C0045").style.display = "none"; document.getElementById("RR0045").style.background = "#FFFFFF"; document.getElementById("RR0045").style.color = "#555555"; C0045--; } } function FC0046() { if (C0046 === 0) { document.getElementById("C0046").style.display = "inherit"; document.getElementById("RR0046").style.background = "#f39c12"; document.getElementById("RR0046").style.color = "#ffffff"; C0046++; } else { document.getElementById("C0046").style.display = "none"; document.getElementById("RR0046").style.background = "#FFFFFF"; document.getElementById("RR0046").style.color = "#555555"; C0046--; } } function FC0047() { if (C0047 === 0) { document.getElementById("C0047").style.display = "inherit"; document.getElementById("RR0047").style.background = "#f39c12"; document.getElementById("RR0047").style.color = "#ffffff"; C0047++; } else { document.getElementById("C0047").style.display = "none"; document.getElementById("RR0047").style.background = "#FFFFFF"; document.getElementById("RR0047").style.color = "#555555"; C0047--; } } function FC0048() { if (C0048 === 0) { document.getElementById("C0048").style.display = "inherit"; document.getElementById("RR0048").style.background = "#f39c12"; document.getElementById("RR0048").style.color = "#ffffff"; C0048++; } else { document.getElementById("C0048").style.display = "none"; document.getElementById("RR0048").style.background = "#FFFFFF"; document.getElementById("RR0048").style.color = "#555555"; C0048--; } } function FC0049() { if (C0049 === 0) { document.getElementById("C0049").style.display = "inherit"; document.getElementById("RR0049").style.background = "#f39c12"; document.getElementById("RR0049").style.color = "#ffffff"; C0049++; } else { document.getElementById("C0049").style.display = "none"; document.getElementById("RR0049").style.background = "#FFFFFF"; document.getElementById("RR0049").style.color = "#555555"; C0049--; } } function FC0050() { if (C0050 === 0) { document.getElementById("C0050").style.display = "inherit"; document.getElementById("RR0050").style.background = "#f39c12"; document.getElementById("RR0050").style.color = "#ffffff"; C0050++; } else { document.getElementById("C0050").style.display = "none"; document.getElementById("RR0050").style.background = "#FFFFFF"; document.getElementById("RR0050").style.color = "#555555"; C0050--; } } function FC0051() { if (C0051 === 0) { document.getElementById("C0051").style.display = "inherit"; document.getElementById("RR0051").style.background = "#f39c12"; document.getElementById("RR0051").style.color = "#ffffff"; C0051++; } else { document.getElementById("C0051").style.display = "none"; document.getElementById("RR0051").style.background = "#FFFFFF"; document.getElementById("RR0051").style.color = "#555555"; C0051--; } } function FC0052() { if (C0052 === 0) { document.getElementById("C0052").style.display = "inherit"; document.getElementById("RR0052").style.background = "#f39c12"; document.getElementById("RR0052").style.color = "#ffffff"; C0052++; } else { document.getElementById("C0052").style.display = "none"; document.getElementById("RR0052").style.background = "#FFFFFF"; document.getElementById("RR0052").style.color = "#555555"; C0052--; } } function FC0053() { if (C0053 === 0) { document.getElementById("C0053").style.display = "inherit"; document.getElementById("RR0053").style.background = "#f39c12"; document.getElementById("RR0053").style.color = "#ffffff"; C0053++; } else { document.getElementById("C0053").style.display = "none"; document.getElementById("RR0053").style.background = "#FFFFFF"; document.getElementById("RR0053").style.color = "#555555"; C0053--; } } function FC0054() { if (C0054 === 0) { document.getElementById("C0054").style.display = "inherit"; document.getElementById("RR0054").style.background = "#f39c12"; document.getElementById("RR0054").style.color = "#ffffff"; C0054++; } else { document.getElementById("C0054").style.display = "none"; document.getElementById("RR0054").style.background = "#FFFFFF"; document.getElementById("RR0054").style.color = "#555555"; C0054--; } } function FC0055() { if (C0055 === 0) { document.getElementById("C0055").style.display = "inherit"; document.getElementById("RR0055").style.background = "#f39c12"; document.getElementById("RR0055").style.color = "#ffffff"; C0055++; } else { document.getElementById("C0055").style.display = "none"; document.getElementById("RR0055").style.background = "#FFFFFF"; document.getElementById("RR0055").style.color = "#555555"; C0055--; } } function FC0056() { if (C0056 === 0) { document.getElementById("C0056").style.display = "inherit"; document.getElementById("RR0056").style.background = "#f39c12"; document.getElementById("RR0056").style.color = "#ffffff"; C0056++; } else { document.getElementById("C0056").style.display = "none"; document.getElementById("RR0056").style.background = "#FFFFFF"; document.getElementById("RR0056").style.color = "#555555"; C0056--; } } function FC0057() { if (C0057 === 0) { document.getElementById("C0057").style.display = "inherit"; document.getElementById("RR0057").style.background = "#f39c12"; document.getElementById("RR0057").style.color = "#ffffff"; C0057++; } else { document.getElementById("C0057").style.display = "none"; document.getElementById("RR0057").style.background = "#FFFFFF"; document.getElementById("RR0057").style.color = "#555555"; C0057--; } } function FC0058() { if (C0058 === 0) { document.getElementById("C0058").style.display = "inherit"; document.getElementById("RR0058").style.background = "#f39c12"; document.getElementById("RR0058").style.color = "#ffffff"; C0058++; } else { document.getElementById("C0058").style.display = "none"; document.getElementById("RR0058").style.background = "#FFFFFF"; document.getElementById("RR0058").style.color = "#555555"; C0058--; } } function FC0059() { if (C0059 === 0) { document.getElementById("C0059").style.display = "inherit"; document.getElementById("RR0059").style.background = "#f39c12"; document.getElementById("RR0059").style.color = "#ffffff"; C0059++; } else { document.getElementById("C0059").style.display = "none"; document.getElementById("RR0059").style.background = "#FFFFFF"; document.getElementById("RR0059").style.color = "#555555"; C0059--; } } var A001 = 0; var A002 = 0; var A003 = 0; var A004 = 0; var A005 = 0; var A006 = 0; var A007 = 0; var A008 = 0; var A009 = 0; var A0010 = 0; var A0011 = 0; var A001111 = 0; var A0012 = 0; var A0013 = 0; var A0014 = 0; var A0015 = 0; var A0016 = 0; var A0017 = 0; var A0018 = 0; var A0019 = 0; var A0020 = 0; var A0021 = 0; var A0022 = 0; var A0023 = 0; var A0024 = 0; var A0025 = 0; var A0026 = 0; var A0027 = 0; var A0028 = 0; var A0029 = 0; var A0030 = 0; var XALL2 = 0; function FA001() { if (A001 === 0) { document.getElementById("A001").style.display = "inherit"; document.getElementById("RRR001").style.background = "#f39c12"; document.getElementById("RRR001").style.color = "#ffffff"; A001++; } else { document.getElementById("A001").style.display = "none"; document.getElementById("RRR001").style.background = "#ffffff"; document.getElementById("RRR001").style.color = "#555555"; A001--; } } function FA002() { if (A002 === 0) { document.getElementById("A002").style.display = "inherit"; document.getElementById("RRR002").style.background = "#f39c12"; document.getElementById("RRR002").style.color = "#ffffff"; A002++; } else { document.getElementById("A002").style.display = "none"; document.getElementById("RRR002").style.background = "#F1F1F1"; document.getElementById("RRR002").style.color = "#555555"; A002--; } } function FA003() { if (A003 === 0) { document.getElementById("A003").style.display = "inherit"; document.getElementById("RRR003").style.background = "#f39c12"; document.getElementById("RRR003").style.color = "#ffffff"; A003++; } else { document.getElementById("A003").style.display = "none"; document.getElementById("RRR003").style.background = "#F1F1F1"; document.getElementById("RRR003").style.color = "#555555"; A003--; } } function FA004() { if (A004 === 0) { document.getElementById("A004").style.display = "inherit"; document.getElementById("RRR004").style.background = "#f39c12"; document.getElementById("RRR004").style.color = "#ffffff"; A004++; } else { document.getElementById("A004").style.display = "none"; document.getElementById("RRR004").style.background = "#F1F1F1"; document.getElementById("RRR004").style.color = "#555555"; A004--; } } function FA005() { if (A005 === 0) { document.getElementById("A005").style.display = "inherit"; document.getElementById("RRR005").style.background = "#f39c12"; document.getElementById("RRR005").style.color = "#ffffff"; A005++; } else { document.getElementById("A005").style.display = "none"; document.getElementById("RRR005").style.background = "#F1F1F1"; document.getElementById("RRR005").style.color = "#555555"; A005--; } } function FA006() { if (A006 === 0) { document.getElementById("A006").style.display = "inherit"; document.getElementById("RRR006").style.background = "#f39c12"; document.getElementById("RRR006").style.color = "#ffffff"; A006++; } else { document.getElementById("A006").style.display = "none"; document.getElementById("RRR006").style.background = "#F1F1F1"; document.getElementById("RRR006").style.color = "#555555"; A006--; } } function FA007() { if (A007 === 0) { document.getElementById("A007").style.display = "inherit"; document.getElementById("RRR007").style.background = "#f39c12"; document.getElementById("RRR007").style.color = "#ffffff"; A007++; } else { document.getElementById("A007").style.display = "none"; document.getElementById("RRR007").style.background = "#F1F1F1"; document.getElementById("RRR007").style.color = "#555555"; A007--; } } function FA008() { if (A008 === 0) { document.getElementById("A008").style.display = "inherit"; document.getElementById("RRR008").style.background = "#f39c12"; document.getElementById("RRR008").style.color = "#ffffff"; A008++; } else { document.getElementById("A008").style.display = "none"; document.getElementById("RRR008").style.background = "#F1F1F1"; document.getElementById("RRR008").style.color = "#555555"; A008--; } } function FA009() { if (A009 === 0) { document.getElementById("A009").style.display = "inherit"; document.getElementById("RRR009").style.background = "#f39c12"; document.getElementById("RRR009").style.color = "#ffffff"; A009++; } else { document.getElementById("A009").style.display = "none"; document.getElementById("RRR009").style.background = "#F1F1F1"; document.getElementById("RRR009").style.color = "#555555"; A009--; } } function FA0010() { if (A0010 === 0) { document.getElementById("A0010").style.display = "inherit"; document.getElementById("RRR0010").style.background = "#f39c12"; document.getElementById("RRR0010").style.color = "#ffffff"; A0010++; } else { document.getElementById("A0010").style.display = "none"; document.getElementById("RRR0010").style.background = "#F1F1F1"; document.getElementById("RRR0010").style.color = "#555555"; A0010--; } } function FA0011() { if (A0011 === 0) { document.getElementById("A0011").style.display = "inherit"; document.getElementById("RRR0011").style.background = "#f39c12"; document.getElementById("RRR0011").style.color = "#ffffff"; A0011++; } else { document.getElementById("A0011").style.display = "none"; document.getElementById("RRR0011").style.background = "#ffffff"; document.getElementById("RRR0011").style.color = "#555555"; A0011--; } } function FA001111() { if (A001111 === 0) { document.getElementById("A001111").style.display = "inherit"; document.getElementById("RRR001111").style.background = "#f39c12"; document.getElementById("RRR001111").style.color = "#ffffff"; A001111++; } else { document.getElementById("A001111").style.display = "none"; document.getElementById("RRR001111").style.background = "#ffffff"; document.getElementById("RRR001111").style.color = "#555555"; A001111--; } } function FA0012() { if (A0012 === 0) { document.getElementById("A0012").style.display = "inherit"; document.getElementById("RRR0012").style.background = "#f39c12"; document.getElementById("RRR0012").style.color = "#ffffff"; A0012++; } else { document.getElementById("A0012").style.display = "none"; document.getElementById("RRR0012").style.background = "#F1F1F1"; document.getElementById("RRR0012").style.color = "#555555"; A0012--; } } function FA0013() { if (A0013 === 0) { document.getElementById("A0013").style.display = "inherit"; document.getElementById("RRR0013").style.background = "#f39c12"; document.getElementById("RRR0013").style.color = "#ffffff"; A0013++; } else { document.getElementById("A0013").style.display = "none"; document.getElementById("RRR0013").style.background = "#F1F1F1"; document.getElementById("RRR0013").style.color = "#555555"; A0013--; } } function FA0014() { if (A0014 === 0) { document.getElementById("A0014").style.display = "inherit"; document.getElementById("RRR0014").style.background = "#f39c12"; document.getElementById("RRR0014").style.color = "#ffffff"; A0014++; } else { document.getElementById("A0014").style.display = "none"; document.getElementById("RRR0014").style.background = "#F1F1F1"; document.getElementById("RRR0014").style.color = "#555555"; A0014--; } } function FA0015() { if (A0015 === 0) { document.getElementById("A0015").style.display = "inherit"; document.getElementById("RRR0015").style.background = "#f39c12"; document.getElementById("RRR0015").style.color = "#ffffff"; A0015++; } else { document.getElementById("A0015").style.display = "none"; document.getElementById("RRR0015").style.background = "#F1F1F1"; document.getElementById("RRR0015").style.color = "#555555"; A0015--; } } function FA0016() { if (A0016 === 0) { document.getElementById("A0016").style.display = "inherit"; document.getElementById("RRR0016").style.background = "#f39c12"; document.getElementById("RRR0016").style.color = "#ffffff"; A0016++; } else { document.getElementById("A0016").style.display = "none"; document.getElementById("RRR0016").style.background = "#F1F1F1"; document.getElementById("RRR0016").style.color = "#555555"; A0016--; } } function FA0017() { if (A0017 === 0) { document.getElementById("A0017").style.display = "inherit"; document.getElementById("RRR0017").style.background = "#f39c12"; document.getElementById("RRR0017").style.color = "#ffffff"; A0017++; } else { document.getElementById("A0017").style.display = "none"; document.getElementById("RRR0017").style.background = "#F1F1F1"; document.getElementById("RRR0017").style.color = "#555555"; A0017--; } } function FA0018() { if (A0018 === 0) { document.getElementById("A0018").style.display = "inherit"; document.getElementById("RRR0018").style.background = "#f39c12"; document.getElementById("RRR0018").style.color = "#ffffff"; A0018++; } else { document.getElementById("A0018").style.display = "none"; document.getElementById("RRR0018").style.background = "#F1F1F1"; document.getElementById("RRR0018").style.color = "#555555"; A0018--; } } function FA0019() { if (A0019 === 0) { document.getElementById("A0019").style.display = "inherit"; document.getElementById("RRR0019").style.background = "#f39c12"; document.getElementById("RRR0019").style.color = "#ffffff"; A0019++; } else { document.getElementById("A0019").style.display = "none"; document.getElementById("RRR0019").style.background = "#F1F1F1"; document.getElementById("RRR0019").style.color = "#555555"; A0019--; } } function FA0020() { if (A0020 === 0) { document.getElementById("A0020").style.display = "inherit"; document.getElementById("RRR0020").style.background = "#f39c12"; document.getElementById("RRR0020").style.color = "#ffffff"; A0020++; } else { document.getElementById("A0020").style.display = "none"; document.getElementById("RRR0020").style.background = "#F1F1F1"; document.getElementById("RRR0020").style.color = "#555555"; A0020--; } } function FA0021() { if (A0021 === 0) { document.getElementById("A0021").style.display = "inherit"; document.getElementById("RRR0021").style.background = "#f39c12"; document.getElementById("RRR0021").style.color = "#ffffff"; A0021++; } else { document.getElementById("A0021").style.display = "none"; document.getElementById("RRR0021").style.background = "#F1F1F1"; document.getElementById("RRR0021").style.color = "#555555"; A0021--; } } function FA0022() { if (A0022 === 0) { document.getElementById("A0022").style.display = "inherit"; document.getElementById("RRR0022").style.background = "#f39c12"; document.getElementById("RRR0022").style.color = "#ffffff"; A0022++; } else { document.getElementById("A0022").style.display = "none"; document.getElementById("RRR0022").style.background = "#F1F1F1"; document.getElementById("RRR0022").style.color = "#555555"; A0022--; } } function FA0023() { if (A0023 === 0) { document.getElementById("A0023").style.display = "inherit"; document.getElementById("RRR0023").style.background = "#f39c12"; document.getElementById("RRR0023").style.color = "#ffffff"; A0023++; } else { document.getElementById("A0023").style.display = "none"; document.getElementById("RRR0023").style.background = "#F1F1F1"; document.getElementById("RRR0023").style.color = "#555555"; A0023--; } } function FA0024() { if (A0024 === 0) { document.getElementById("A0024").style.display = "inherit"; document.getElementById("RRR0024").style.background = "#f39c12"; document.getElementById("RRR0024").style.color = "#ffffff"; A0024++; } else { document.getElementById("A0024").style.display = "none"; document.getElementById("RRR0024").style.background = "#F1F1F1"; document.getElementById("RRR0024").style.color = "#555555"; A0024--; } } function FA0025() { if (A0025 === 0) { document.getElementById("A0025").style.display = "inherit"; document.getElementById("RRR0025").style.background = "#f39c12"; document.getElementById("RRR0025").style.color = "#ffffff"; A0025++; } else { document.getElementById("A0025").style.display = "none"; document.getElementById("RRR0025").style.background = "#F1F1F1"; document.getElementById("RRR0025").style.color = "#555555"; A0025--; } } function FA0026() { if (A0026 === 0) { document.getElementById("A0026").style.display = "inherit"; document.getElementById("RRR0026").style.background = "#f39c12"; document.getElementById("RRR0026").style.color = "#ffffff"; A0026++; } else { document.getElementById("A0026").style.display = "none"; document.getElementById("RRR0026").style.background = "#F1F1F1"; document.getElementById("RRR0026").style.color = "#555555"; A0026--; } } function FA0027() { if (A0027 === 0) { document.getElementById("A0027").style.display = "inherit"; document.getElementById("RRR0027").style.background = "#f39c12"; document.getElementById("RRR0027").style.color = "#ffffff"; A0027++; } else { document.getElementById("A0027").style.display = "none"; document.getElementById("RRR0027").style.background = "#F1F1F1"; document.getElementById("RRR0027").style.color = "#555555"; A0027--; } } function FA0028() { if (A0028 === 0) { document.getElementById("A0028").style.display = "inherit"; document.getElementById("RRR0028").style.background = "#f39c12"; document.getElementById("RRR0028").style.color = "#ffffff"; A0028++; } else { document.getElementById("A0028").style.display = "none"; document.getElementById("RRR0028").style.background = "#F1F1F1"; document.getElementById("RRR0028").style.color = "#555555"; A0028--; } } function FA0029() { if (A0029 === 0) { document.getElementById("A0029").style.display = "inherit"; document.getElementById("RRR0029").style.background = "#f39c12"; document.getElementById("RRR0029").style.color = "#ffffff"; A0029++; } else { document.getElementById("A0029").style.display = "none"; document.getElementById("RRR0029").style.background = "#F1F1F1"; document.getElementById("RRR0029").style.color = "#555555"; A0029--; } } function FA0030() { if (A0030 === 0) { document.getElementById("A0030").style.display = "inherit"; document.getElementById("RRR0030").style.background = "#f39c12"; document.getElementById("RRR0030").style.color = "#ffffff"; A0030++; } else { document.getElementById("A0030").style.display = "none"; document.getElementById("RRR0030").style.background = "#F1F1F1"; document.getElementById("RRR0030").style.color = "#555555"; A0030--; } } function ALL2() { if (XALL2 === 0) { document.getElementById("ALL2").innerHTML = "Collapse ALL"; A001 = 0; A002 = 0; A003 = 0; A004 = 0; A005 = 0; A006 = 0; A007 = 0; A008 = 0; A009 = 0; A0010 = 0; A0011 = 0; A001111 = 0; A0012 = 0; A0013 = 0; A0014 = 0; A0015 = 0; A0016 = 0; A0017 = 0; A0018 = 0; A0019 = 0; A0020 = 0; A0021 = 0; A0022 = 0; A0023 = 0; A0024 = 0; A0025 = 0; A0026 = 0; A0027 = 0; A0028 = 0; A0029 = 0; A0030 = 0; FA001(); FA002(); FA003(); FA004(); FA005(); FA006(); FA007(); FA008(); FA009(); FA0010(); FA0011(); FA001111(); FA0012(); FA0013(); FA0014(); FA0015(); FA0016(); FA0017(); FA0018(); FA0019(); FA0020(); FA0021(); FA0022(); FA0023(); FA0024(); FA0025(); FA0026(); FA0027(); FA0028(); FA0029(); FA0030(); XALL2++; } else { document.getElementById("ALL2").innerHTML = "Expand ALL"; A001 = 1; A002 = 1; A003 = 1; A004 = 1; A005 = 1; A006 = 1; A007 = 1; A008 = 1; A009 = 1; A0010 = 1; A0011 = 1; A001111 = 1; A0012 = 1; A0013 = 1; A0014 = 1; A0015 = 1; A0016 = 1; A0017 = 1; A0018 = 1; A0019 = 1; A0020 = 1; A0021 = 1; A0022 = 1; A0023 = 1; A0024 = 1; A0025 = 1; A0026 = 1; A0027 = 1; A0028 = 1; A0029 = 1; A0030 = 1; FA001(); FA002(); FA003(); FA004(); FA005(); FA006(); FA007(); FA008(); FA009(); FA0010(); FA0011(); FA001111(); FA0012(); FA0013(); FA0014(); FA0015(); FA0016(); FA0017(); FA0018(); FA0019(); FA0020(); FA0021(); FA0022(); FA0023(); FA0024(); FA0025(); FA0026(); FA0027(); FA0028(); FA0029(); FA0030(); XALL2--; } } </script></i></div> <div class="Files"> </div> <div class="ArticleInfo"> <span itemscope itemprop="image" itemtype="https://schema.org/ImageObject"> <meta itemprop="url" content="/scripts/file.php?view=Y&file=2a2f2096ece5375232b72bead5de4c81"> <meta itemprop="width" content="300px"> <meta itemprop="height" content="200px"> </span> <div class="ArticleUpdated" title="Sep 26, 2022, 02:06 AM"> <span class="ArticleInfoLabel">Updated:</span> <span class="ArticleInfoValue"><time datetime="2022-09-26" itemprop="dateModified">Sep 26, 2022</time></span> </div> <time datetime="2015-02-02" itemprop="datePublished"></time> </div> </div> <div class="col-md-3">  <div class="margin-bottom" itemscope itemtype="https://schema.org/WebSite"> <meta itemprop="url" content="./" /> <form action="search" method="get" itemprop="potentialAction" itemscope itemtype="https://schema.org/SearchAction"> <div class="input-group"> <meta itemprop="target" content="search?q={q}"/> <input aria-label="Search text" title="Search text" placeholder="Search text" itemprop="query-input" type="text" name="q" value="" class="form-control SearchText" required> <input type="hidden" name="pid" value="5130"> <input type="hidden" name="type" value="search"> <input type="hidden" name="upid" value=""> <span class="input-group-btn"> <input class="btn btn-default btn-searchbox" type="submit" value="Search"> </span> </div> </form> </div>  <div class="panel panel-default"> <div class="panel-heading"><h4>Other Articles</h4></div> <ul class="panel-body list-group"> <li class="list-group-item item-A"><a href="//support.liveagent.com/471194-Canned-messages" class="article-link article-link-1089" title="Canned messages"> <span class="TitleValue">Canned messages</span> </a></li> <li class="list-group-item item-A"><a href="//support.liveagent.com/806278-Predefined-answers" class="article-link article-link-5134" title="Predefined answers"> <span class="TitleValue">Predefined answers</span> </a></li> <li class="list-group-item item-A"><a href="//support.liveagent.com/038465-Automatic-Rules-Overview" class="article-link article-link-1142" title="Automatic Rules Overview"> <span class="TitleValue">Automatic Rules Overview</span> </a></li> <li class="list-group-item item-A"><a href="//support.liveagent.com/908400-Rule-triggers-conditions-and-actions" class="article-link article-link-12823" title="Rule triggers, conditions and actions"> <span class="TitleValue">Rule triggers, conditions and actions</span> </a></li> <li class="list-group-item item-A"><a href="//support.liveagent.com/625360-Business-hours" class="article-link article-link-5135" title="Business hours"> <span class="TitleValue">Business hours</span> </a></li> <li class="list-group-item item-A"><a href="//support.liveagent.com/176085-Contact-groups" class="article-link article-link-5136" title="Contact groups"> <span class="TitleValue">Contact groups</span> </a></li> <li class="list-group-item item-A"><a href="//support.liveagent.com/761021-Understanding-message-group-types" class="article-link article-link-5745" title="Understanding message group types"> <span class="TitleValue">Understanding message group types</span> </a></li> </ul> </div> </div> </div> </div> </div> <script type="text/javascript"> var searchId = document.location.hash.replace('#', ''); 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