1) What is your original issue/pain point you want to solve?
Currently, when you have a lot of dropdown values, for example for a sales region, checking possible values or groups thereof can be resulting in somewhat large trigger or SLA configurations. If all sub items of a nested dropdown’s parent value would have very similar target properties, this leads to a subset of rules that can be cumbersome to manage.
2) Which are one or two concrete situations where this problem hurts the most?
As of now, I can only speak for my testing setup, we do have two situations whereas we would need the following:
- SLAs should be applied to tickets on a per region basis to accomodate for time differences / weekends / holidays
- When a ticket has a certain order type and various order types of the same “group” should have the same actions apply to them
3) Why is it not solvable with the Zammad standard?
Currently, you cannot configure triggers to run on child items. Even if the sub group item is disabled for data hygiene purposes (only dropdown values instead of the group parent item should be used), it won’t trigger actions when the trigger is configured like this:
The trigger would only be fired when exactly one of these three is selected. Which is indeed what I would expect here.
4) What is your expectation/what do you want to achieve?
Ideally, there would be three additional options in the condition operator dropdown:
- is
- is not
- has changed
- is descendant of (catches any child value)
- is direct descendant of (catches only direct child values)
- is indirect descendant of (catches indirect childs, e.g. also grandchildren)
This way, you could check the following, taking the following global region list for example (mind you, it’s kept very short for demonstrating):
- AMERICAS
-
- LATAM
-
-
- Brazil
-
-
-
- Argentina
-
-
-
- Cuba
-
-
- US CA
-
-
- United States
-
-
-
- Canada
-
- APAC
-
- ASIA SE
-
-
- Vietnam
-
-
-
- Thailand
-
-
- ASIA NW
-
-
- Japan
-
-
-
- Taiwan
-
- EMEA
-
- DACHLI
-
-
- Germany
-
-
-
- Austria
-
-
-
- Switzerland
-
-
-
- Liechtenstein
-
The triggers would match the following when configured like in the screenshot:
Matches Germany, Austria, Switzerland, and Liechtenstein
Matches Brazil, Argentina, Cuba, United States, and Canada
Matches every sub entry in the tree (apart from APAC, AMERICAS and EMEA)
With this in mind, we could simplify the following SLA condition from having basically all the applicable dropdown values configured:
…to the same config with a more minimalist configuration, yet catching all values:
This would also be applicable for the order type, where we do have a mere 95 entries so far 
Your Zammad environment:
- Average concurrent agent count: 2
- Average tickets a day: 120
- What roles/people are involved: Technical Support, Customer Service