Columns for Escalation/Workflow Conditions
In this document, you can find all existing columns you can use in workflow steps or in escalation rules advanced SQL conditions. There are also a few examples of SQL conditions below.
Available Columns
Column Name | Description | Data Example |
|---|---|---|
CASE_USER_ID | Ticket prefix & number | INC0172623 |
CASE_ID | Ticket number | 172623 |
TITLE | Ticket Subject | I have a problem with my PC |
END_USER | The ticket customer full name | Sue Allen |
INITIAL_TYPE | The initial ticket type | Incident |
CURRENT_STATUS | The ticket status | In Process |
CURRENT_TYPE | The current ticket type | Request |
DAYS_OPEN | The number of days that the ticket has been open | 9 |
SEVERITY | The ticket severity | Low |
SUBMITTER | The ticket submitter | Regina Phalange |
CATEGORY_ID | The ticket category ID | 12354 |
FULL_CATEGORY | The ticket full category triage | Hardware-Peripherals-Access Point |
PARENT_CATEGORY | The ticket parent category name | Hardware |
CATEGORY | The ticket category name | Peripherals |
SUB_CATEGORY | The ticket sub category name | Access Point |
PROJECT_NAME | The project name | Release 2026 |
PLAN_START_DATE | The ticket plan start date | 09/18/2024 |
PLAN_END_DATE | The ticket plan end date | 09/18/2024 |
Q_NAME | The ticket handling group | Service Desk |
TYPE_NAME | The ticket type name | Request |
CASE_TYPE_ID | The ticket type ID | 704 |
FIRST_NAME | The ticket customer first name | Sue Allen |
LAST_NAME | The ticket customer last name | Allen |
CURRENT_QUE_ID | The ticket handling group ID | 789 |
PARENT_CASE_ID | The sub-task parent ticket ID | 172654 |
OPEN_FLAG | Ticket open indicator | Y (open state) / N (closed state). Please note Resolved is considered as open state. |
CURRENT_STATUS_ID | The ticket status ID | 200 |
PRIORITY_ID | The ticket priority ID | 42 |
IS_SUPPORT | The call type is considered as support call type | Y |
USER_TYPE | The customer user type | Employee |
USER_SITE | The customer user site | EU- UK- Basingstoke |
USER_COUNTRY | The customer country | Kazakhstan |
USER_PHONE | The customer phone | 050-1111111 |
CREATION_DATE | The ticket creation date | 09/18/2024 |
OWNER | The ticket assigned owner (first last name) | Phoebe Buffay |
OWNER_SUPERVISOR | The manager of the assigned owner (first last name) | Joey Tribbiani |
CLOSED_OR_OPEN | The ticket state | Open/Closed. Please note Resolved is considered as open state. |
RESOLUTION_STATE | The ticket state | Open/Resolved |
CASE_SOURCE | The ticket creation source | Agent |
CUSTOMER_USER_ID | The ticket customer ID | 7209 |
OWNER_ID | The ticket assigned owner ID | |
CASE_PROBLEM_DESC | The ticket description | I have a problem with my PC, please help |
L_CLOB | The ticket description with HTML and CSS if exists | <P>I have a problem with my PC,</P><BR>Please Help |
ATTRIBUTE_STRING_1-20 | The ticket attribute 1-20 value | |
USER_DEPARTMENT | The ticket customer department | Facilities |
JOB_TITLE | Customer job title | Technician |
VALUE_TEXT_1-5 | Relevant for tickets with a dynamic table associated with the ticket form | |
VALUD_DATE_1-5 | Relevant for tickets with a dynamic table associated with the ticket form | |
VALUE_LOV_1-5 | Relevant for tickets with a dynamic table associated with the ticket form | |
VIP_FLAG | VIP indicator of the ticket customer | Y |
LAST_UPDATE | The last update date | 09/18/2024 |
SITE_PER_OU | The ticket customer OU path | CN=Regina Phalange,OU=NorthAmerica,OU=Sales,OU=UserAccounts,DC=ITCC,DC=COM |
CONTROL_BY_CASE_ID | The controlling ticket ID | 112645 |
RECURRING_OPEN_TICKETS_LAST_21_DAYS | The count of open tickets for the same customer in the last 21 days | 3 |
RECURRING_ALL_TICKETS_LAST_21_DAYS | The count of all tickets for the same customer in the last 21 days | 24 |
COUNT_LINKED_ASSETS | The count of all assets assigned from the ticket | 2 |
USER_ASSIGNED_ASSETS | The count of all customer assigned assets | 5 |
CATALOG_ITEM_ID | The catalog item identify number | 1561 |
USER_ATT1,USER_ATT2,USER_ATT3...,15 | The customer's additional attribute (USER_ATT1-15) | Tel Aviv |
OWNER_ATT1,OWNER_ATT2,OWNER_ATT3...,15 | The owner's additional attribute (USER_ATT1-15) | Finance |
NET_TIME_FROM_PENDING | Total hours the ticket spent in a paused SLA status during the last status change, based on SLA working hours. | 5.1 |
Examples
Check if the case is still open and the owner is empty:
OPEN_FLAG='Y' AND OWNER_ID IS NULLCheck if the customer is a VIP and the case status is 'Escalated':
NVL(VIP_FLAG,'N') = 'Y' AND CURRENT_STATUS = 'Escalated'Check if the owner has a manager:
TRIM(owner_supervisor) IS NOT NULLCheck if attribute 15 in the ticket form is equal to 'Y'
NVL(ATTRIBUTE_STRING_15,'N')='Y'Check if attribute 1 in the ticket form contains a value (for example, SAP)
ATTRIBUTE_STRING_1 LIKE '%SAP%'Check if the ticket is open more than 7 days
OPEN_FLAG = 'Y' AND DAYS_OPEN > 7Check if the customer is from a specific site (e.g, London)
USER_SITE LIKE '%London%'Check if the customer is VIP and has more than 5 open tickets in the last 21 days
NVL(VIP_FLAG,'N') = 'Y' AND RECURRING_OPEN_TICKETS_LAST_21_DAYS > 5Check if a ticket is on a pausing SLA status (e.g, Pending Customer / Pending 3rd Party / Pending Approval...) for more than 48 working hours
OPEN_FLAG = 'Y' AND NET_TIME_FROM_PENDING > 48How to Write Conditions
When creating workflow or escalation rule conditions, you can use different operators to filter and compare values.
= (Equals)
Checks if a column value is exactly the same as the given value.
CURRENT_STATUS = 'In Process'✅ True if the ticket status is exactly "In Process".
<> or != (Not Equal)
Checks if a column value is different from the given value.
CURRENT_STATUS <> 'Resolved'✅ True if the ticket status is anything except "Resolved"
> , < , >= , <= (Greater / Less Than)
Checks if a column value is different from the given value.
TO_NUMBER(DAYS_OPEN) > 7✅ True if the ticket is older than 7 days.
LIKE (Contains / Pattern Match)
Checks if a column value contains a text pattern
TITLE LIKE '%Password%'✅ True if the ticket subject contains the word "Password".
IS NULL / IS NOT NULL
Checks if a column has no value or has a value.
OWNER_ID IS NULL✅ True if the ticket has no owner.
IN / NOT IN (Multiple Values)
Use IN when you want to check if a column matches one of several values. Use NOT IN to exclude certain values.
CURRENT_STATUS IN ('New','In Process',)✅ True if the ticket status is New or In Process
CURRENT_STATUS NOT IN ('New','In Process',)✅ True if the ticket status is not New or In Process
⚠️ Important: NVL (Default Values)
Used when a column might be empty. NVL replaces NULL with a default value.
Always set a default value when comparing against a column that may be NULL
NVL(ATTRIBUTE_STRING_15,'N') = 'Y'✅ Treats empty values as 'N'. True if the ticket's attribute 15 is equal to "Y".
⚠️ Important: AND / OR (Combine Conditions)
- AND → all conditions must be true
- OR → at least one condition must be true
When using OR, enclose the full condition in parentheses to ensure the logic works correctly
(OPEN_FLAG = 'Y' AND NVL(VIP_FLAG,'N') = 'Y' AND (OWNER_ID IS NULL OR DAYS_OPEN > 3))(OPEN_FLAG = 'Y' OR DAYS_OPEN > 3)✅ True if the customer is a VIP and the ticket has no owner or the ticket is opened for more than 3 days