Condition priority
Priorities affect application settings during assignment. Mastering the use of priorities can help you create powerful assignment automations.
When multiple conditions are added for an application, the conditions are prioritized in the order they are added. They can be reordered in Conditional Assignment in the Applications page.
Two types of application settings are affected due to Priorities:
- Single Value Fields: These are fields that can contain only one value. For example, consider Role in Zoho Desk—an employee can be assigned only one role. When multiple conditions apply to an employee, only the field value of the highest-priority condition will be taken into account.
- Multiple Value Fields: These fields can contain more than one value. For example, consider Departments in Zoho Desk—an employee can exist in multiple Zoho Desk Departments. When multiple conditions apply to an employee, the field values of all those conditions will be merged together and applied.
Consider the following example: Amelia is the system administrator of Zylker. She decides to use Zoho Desk with two roles (Admins and Agents) and two departments (Zylker Finance and Zylker Sales). She creates two groups—Employees and Managers—and becomes a member of both.
She then sets conditions to assign Zoho Desk through Conditional Assignment.
- She creates a new condition, giving all members of Managers Admin access to the Finance Department.
- She creates a second condition, giving all members of Employees Agent access to the Sales Department.
Both conditions apply to Amelia, and since the Managers group condition was added first, it has the highest priority. Role is a single-value field and is assigned based on the high-priority condition, so Amalia is made an Admin. Department is a multi-value field and is assigned by combining the values of all the conditions, so Amelia is given access to both—Finance and Sales—departments.
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