--- title: Columns for Escalation/Workflow Conditions slug: admin-guide/columns-for-escalationworkflow-conditions docTags: createdAt: 2025-02-12T14:21:10.981Z --- 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 | \

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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: :::CodeblockTabs SQL ```apex OPEN_FLAG='Y' AND OWNER_ID IS NULL ``` ::: Check if the customer is a VIP and the case status is 'Escalated': :::CodeblockTabs SQL ```apex NVL(VIP_FLAG,'N') = 'Y' AND CURRENT_STATUS = 'Escalated' ``` ::: Check if the owner has a manager: :::CodeblockTabs SQL ```apex TRIM(owner_supervisor) IS NOT NULL ``` ::: Check if attribute 15 in the ticket form is equal to 'Y' :::CodeblockTabs SQL ```apex NVL(ATTRIBUTE_STRING_15,'N')='Y' ``` ::: Check if attribute 1 in the ticket form contains a value (for example, SAP) :::CodeblockTabs SQL ```apex ATTRIBUTE_STRING_1 LIKE '%SAP%' ``` ::: Check if the ticket is open more than 7 days :::CodeblockTabs SQL ```apex OPEN_FLAG = 'Y' AND DAYS_OPEN > 7 ``` ::: Check if the customer is from a specific site (e.g, London) :::CodeblockTabs SQL ```apex USER_SITE LIKE '%London%' ``` ::: Check if the customer is VIP and has more than 5 open tickets in the last 21 days :::CodeblockTabs SQL ```apex NVL(VIP_FLAG,'N') = 'Y' AND RECURRING_OPEN_TICKETS_LAST_21_DAYS > 5 ``` ::: Check if a ticket is on a pausing SLA status (e.g, Pending Customer / Pending 3rd Party / Pending Approval...) for more than 48 working hours :::CodeblockTabs SQL ```apex OPEN_FLAG = 'Y' AND NET_TIME_FROM_PENDING > 48 ``` ::: *** ## How 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. ```sql 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. ```sql 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. ```sql 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 ```sql 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. ```sql 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. ```sql CURRENT_STATUS IN ('New','In Process',) ``` ✅ True if the ticket status is New or In Process ```sql 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. :::hint{type="warning"} Always set a default value when comparing against a column that may be NULL ::: ```sql 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 :::hint{type="warning"} When using OR, enclose the full condition in parentheses to ensure the logic works correctly ::: ```sql (OPEN_FLAG = 'Y' AND NVL(VIP_FLAG,'N') = 'Y' AND (OWNER_ID IS NULL OR DAYS_OPEN > 3)) ``` ```sql (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