Transitions

Transitions are the conditions allowing a process to progress. The conditions match ticket data and use different matching types to compare the ticket data with the expression.

The ticket data (entered in the Name field) is compared to the string in the value field. If the condition evaluates to True, the process transitions and all transition actions are applied.

Common Ticket Data for Comparison:

Name	Sample Value
TicketNumber	‘20101027000001’
Title	‘some title’
TicketID	123
State	‘some state’
StateID	123
StateType	‘some state type’
Priority	‘some priority’
PriorityID	123
Lock	‘lock’
LockID	123
Queue	‘some queue’
QueueID	123
CustomerID	‘customer_id_123’
CustomerUserID	‘customer_user_id_123’
Owner	‘some_owner_login’
OwnerID	123
Type	‘some ticket type’
TypeID	123
SLA	‘some sla’
SLAID	123
Service	‘some service’
ServiceID	123
Responsible	‘some_responsible_login’
ResponsibleID	123
Age	3456
Created	‘2010-10-27 20:15:00
CreateBy	123
Changed	‘2010-10-27 20:15:15’
ChangeBy	123
ArchiveFlag	‘y’
DynamicField_X	‘value_x’

Other parameters may and do exist. For more exotic configurations, consult the community or commercial support.

More on conditions:

• Condition Types in Transitions