Ticket workflows for multiple criteria

Question

Hello!I’ve run into a wall with some workflows to generate tickets.What I want to do is have two different ticket types raised.I have made two different worflows 1-detractors, 2-sentiment1 - if NPS detractor or low CSAT response is received, raise ticket 1 (this is working fine)2 - if NPS neutral or positive or 3+ CSAT response is received AND text IQ sentiment is negative, raise ticket 2 (not working). Do not raise ticket if negative sentiment + detractor or low csatTicket 2 works IF the scores are positive, but when the scores are negative both ticket 1 and 2 are raised.Im pretty sure the logic in workflow 2 is wrong but I cant figure out what or how to fix it.Screen shot of workflow 2 logic below.

Sachin Nandikol · Accepted Answer

Hello ​@TimOH,I think it should be isnt selected right

vgayraud · Answer

Hi,Always better to use positive conditions to avoid unwanted inclusions.If I read correctly you description, workflow 2 conditions should probably like this:ALL OF    ANY OF        Q13 = 3        Q13 = 4        Q13 = 5         Q13 = (...)        Q18 = Promoter        Q18 = Passive    ANY OF        Q12 = very negative        Q12 = megative        Q12 - mixed

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