Conditions

Conditions can be set up and determined according to the project’s requirements. When a ticket reaches a defined condition (status) that you have configured with the monitored field, warning signs and/ or critical signs can be set for the ticket inside work place that trigger at configured thresholds.

You can add new conditions on this menu.

Go to ProjectsConditions



Search for condition

You can search through existing conditions by entering a keyword in the search bar.


Create a new condition

  1. Click to open the New condition form.
  2. Fill in the New condition tab.
  1. Click Save.

Understanding the condition form

Form fields Description
Active toggle Select whether your new condition should be set to active or not.
Description Insert a description of your new condition.
Warning timer Insert a time frame (in minutes) after the warning state triggers.
Critical timer Insert a time frame(in minutes) after the critical state triggers.
Monitored field The condition time frame starts from this selected time event.
Ticket status Conditions can show up depending on a status, status are explained in the Status list.

Understanding what monitored fields are

Monitored field name Explanation
Confirmed appointment end time Eg. 24th Dec. 2020 17:00 - Time stamp of agreed ending appointment time. (Agreement with customer!)
Confirmed appointment start time Eg. 24th Dec. 2020 08:00 - Time stamp of agreed beginning appointment time. (Agreement with customer!)
Due date Eg. 24th Dec. 2020 23:59 - Time stamp of ticket's due date. Ticket should be solved before this time occurs.
Ticket creation time Eg. 24th Dec. 2020 10:01 - Time stamp of when the ticket was created.
Ticket status entry time Eg. 24th Dec. 2020 10:03 - Time stamp of when a ticket has entered a selected status.
Work end time Eg. 24th Dec. 2020 13:15 - Time stamp of actual ending work time. (Agreement with engineer!)
Work start time Eg. 24th Dec. 2020 12:15 - Time stamp of actual beginning work time. (Agreement with engineer!)

Understanding how conditions behave

Monitored field Illustration Explanation
Ticket creation time Counts outgoing from the creation time. To make warning condition appear first, set critical time higher than warning time.
Ticket status entry time Counts outgoing from the status time. To make warning condition appear first, set critical time higher than warning time.
Confirmed appointment start time Counts outgoing from the appointment start time. To make warning condition appear first, set critical time higher than warning time.
Confirmed appointment end time Counts towards the appointment end time occurs. To make warning condition appear first, set warning time higher than critical time.
Work start time Counts outgoing from the work start time. To make warning condition appear first, set critical time higher than warning time.
Work end time Counts towards the work end time occurs. To make warning condition appear first, set warning time higher than critical time.
Due date Counts towards the Due date occurs. To make warning condition appear first, set warning higher than critical.

Edit conditions

  1. Select the Condition you want to edit from the list in the Conditions Main Screen.
  2. Edit the wished form fields inside the following tab: New condition.
  3. Click Save.


Impact of conditions

Conditions are used for highlighting tickets. They are indicated by exclamation and information symbols. Configured conditions are visible in the header of Ticket Details, in the Condition and Indication tabs (under Overview tab in the Ticket Details) and in the Ticket Pool (all in work place).


Customize table view

Click on the customize table view symbol to adjust the displayed table view to your needs.