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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-sentiment

1 - 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 csat

Ticket 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.

 

Hello ​@TimOH,

I think it should be isnt selected right

 

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

 

Hello ​@TimOH,

I think it should be isnt selected right

 

Oh my gosh thats probably it, cant believe I missed it!! thank you

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

 

Ohhh thank you greagt to know, i will recode it for positive conditionjs

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