Filter Tickets

Filtering tickets is a core part of building effective workflows in NeoAgent. Filters determine which tickets a workflow will process, giving you precise control over automation.

Building Filter Conditions

You can construct filter conditions using a combination of deterministic rules and boolean logic.

• Fields and Operators: Select ticket fields (e.g., Board.Name, Company.Name, Status, Priority) and use various operators (e.g., =, contains, does not contain, greater than) to define specific criteria.
• Adding Rules and Groups:
  • Click the + Rule button to add an individual condition.
  • Click the + Group button to create a nested set of conditions, which can have its own AND or OR logic.
• AND/OR Boolean Logic: Combine multiple rules and groups using AND or OR logic. This allows for complex scenarios. For instance, in the image above, the top-level condition is an AND that combines:
  1. A single rule: Board.Name = Help Desk Triage
  2. An OR group with two rules:
     • Company.Name = Ebay
     • Company.Name = Catchall

tip

This means a ticket will be processed if its board name is "Help Desk Triage" AND its company name is either "Ebay" OR "Catchall".

Custom Field Conditions

• The "Use custom field conditions" toggle (shown at the bottom of the image) allows to filter Ticket's custom fields (user-defined fields) for more advanced scenarios

[Extra] Fields & Conditions

These fields provide values that extend filtering capabilities beyond standard PSA fields. These values are calculated by NeoAgent and can be used to construct complex filter conditions. Availability may differ slightly based on your PSA.

Common [Extra] Fields

Field	Description	Example use
[Extra] # Technicians Worked on Ticket	Count of unique technicians that have worked the ticket.	> 1
[Extra] # Hours since the last Time Entry was updated	Hours elapsed since the most recent time entry update.	> 24
[Extra] # Hours since the last Ticket Note was updated	Hours elapsed since the most recent ticket note update.	> 12
[Extra] Ticket Notes contain	Boolean – True when any ticket note includes the provided text.	"VPN"
[Extra] Audit Trail Contains	Boolean – True when the ticket audit trail includes the provided text.	"status changed"

Autotask-specific fields

Field	Description
# Time Entries count	Total number of time entries associated with the ticket.
# Hours worked on the Ticket	Sum of actual hours logged on the ticket.
[Extra] Last Customer Ticket Note Contain	Boolean – True if the last customer-facing note contains the provided text.
[Extra] Actual vs. Estimated Hours ("Actual" minus "Estimated" in minutes)	Difference between actual logged hours and estimated hours (in minutes).
[Extra] Title DOES NOT contain	Boolean – True if the ticket title does NOT contain the provided text.
[Extra] Count of Service Calls Scheduled for Anytime in the Future	Count of service calls scheduled at any point in the future.
[Extra] Count of Todos Scheduled for Anytime in the Future	Count of todos scheduled at any point in the future.
[Extra] Count of Service Calls Scheduled for Today	Count of service calls scheduled for the current day.
[Extra] Count of Incomplete Service Calls Scheduled for Today	Count of incomplete service calls scheduled for the current day.
[Extra] Count of Incomplete Service Calls Scheduled for Yesterday	Count of incomplete service calls that were scheduled for the previous day.
[Extra] Count of Todos Scheduled for Today	Count of todos scheduled for the current day.
[Extra] Company Classification	Classification name of the company associated with the ticket.
[Extra] Ticket is Overdue	Boolean – True if the ticket is currently overdue based on its due date.
# Days since Ticket was Created	Days that have passed since the ticket was created.
# Days since Ticket was Updated	Days that have passed since the ticket was last updated.
# Days since Ticket was Closed (resolved)	Days that have passed since the ticket was closed/resolved.

ConnectWise-specific fields

Field	Description
[Extra] Ticket's longest time entry duration (in minutes)	Longest single time entry duration recorded for the ticket.
[Extra] Has upcoming Scheduled Entry	Boolean – True if a scheduled entry exists in the future.
[Extra] # of days since ticket contact was contacted via email	Days since the primary ticket contact was last emailed.
[Extra] Minutes spent in current Status	Minutes the ticket has spent in its current status.
[Extra] Minutes before the first contact via email	Minutes from ticket creation until the first email contact was sent.
[Extra] Was in specified Status	Boolean – True if the ticket has ever been in the specified status.
# Days since Ticket was Created	Days that have passed since the ticket was created.
# Minutes since Ticket was Created	Minutes that have passed since the ticket was created.
# Days since Ticket was Updated	Days that have passed since the ticket was last updated.
# Days since Ticket was Closed	Days that have passed since the ticket was closed.

Note

If you require additional [Extra] fields tailored to your specific needs, please contact NeoAgent support.

[AI] Fields & Conditions

• These AI-powered fields provide values (often boolean, indicating a match or a classification) based on analysis of ticket content, intent, or sentiment. These values are then used to build filter conditions.
• These fields often require additional input to specify what the AI should look for.
• Important: Using AI-powered fields consumes 1 credit per ticket that is evaluated by the filter condition.

Common [AI] Fields

Field	Description	Example
[AI] Ticket content is related to	Boolean – True if the AI determines the ticket's content (title, description, notes) is semantically related to the specified topic or keyword.	"printer issue"
[AI] Ticket config is related to	Boolean – True if the AI determines the ticket is semantically related to the specified configuration/asset.	"Server XYZ"

• Example: Only process tickets where [AI] Ticket content is related to "printer issue" or [AI] Ticket config is related to "server XYZ".

Example: Filtering Tickets with Extra and AI Fields

The screenshot above shows how you can combine standard, [Extra], and [AI] fields to build powerful ticket filters. In this example:

• The filter will only match tickets where:
  • The Board Name is "Help Desk Triage"
  • [Extra] Technician Worked on Ticket is greater than 2
  • [AI] Ticket content is related to "Security Issue"

You can mix and match as many conditions as needed, using AND/OR logic, to precisely target the tickets you want your workflow to process.

Example: Complex Logic with Standard Fields

This example demonstrates how to combine multiple standard PSA fields with nested AND and OR conditions to create sophisticated filters.

In the screenshot above, the filter is configured as follows:

• The top-level condition is an AND.
• This AND condition combines two OR groups:
  • The first OR group targets tickets where:
    • Board.Name is "Professional Services" OR
    • Board.Name is "Integration"
  • The second OR group targets tickets where:
    • Status.Name is "Waiting on Customer" OR
    • Status.Name is "Waiting on Down Payment"

A ticket will only be processed by the workflow if both OR group conditions are met. That is, the ticket must belong to either the "Professional Services" or "Integration" board AND its status must be either "Waiting on Customer" or "Waiting on Down Payment".

Note

If you require additional [AI] fields or have specific use cases for AI-powered filtering, please contact NeoAgent support to discuss possibilities.