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Workflow Conditions Change

In November 2016, a release was rolled out to address a customer request that altered the behavior of the workflow condition logic. The change is related to how the condition logic treats the numeric values associated to the criteria labels. This only applies to radio buttons and drop down criteria.

Change made: Condition logic now looks to the criteria label value, not the label order value. This change was made to better support the greater than / less than comparisons. Prior to the this change it would factor in the order of the labels to determine which condition was positive.  This has the side effect of causing conditions involving criteria with multiple labels of the same value to evaluate positively in some scenarios where previously they would evaluate negatively.

Example 1: 

Criteria: Impact

  • Low (1)
  • Medium (1)
  • High (2)

Condition: If the impact is < = to Medium do not escalate

Change: Setting the condition to Medium would also factor in the Low value as it's looking to the value, not the label.

Result: Regardless of the criteria being assessed as Low or Medium, 1 is met and will not be escalate.

Example 2: 

Criteria: Impact

  • Low (1)
  • Medium (1)
  • High (2) 

Condition: If the impact is  = to Medium do not escalate

Change: Setting the condition to Medium would also factor in the Low value as it's looking to the value, not the label.

Result: Regardless of the criteria being assessed as Low or Medium, 1 is met and will not be escalate.

Previous Result: Only criteria which were medium would escalate.

It you feel you may have criteria that shares multiple criteria label values, it is easy to rectify via the edit criteria page. Our Support team is available to help you make these changes. It is important to note this change for users creating and/or editing existing Workflows.

Note: Currently this only impacts a very small subset of our customers. Our support team is working on contacting any customers known to be impacted by this change.

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