Business Rules - multiple criteria for SUBJECT
When applying a business rule, we would like to be able to add multiple CRITERIA CONDITIONS for the SUBJECT line.
For example:
We would like to be able to set a rule so that if the subject line CONTAINS "SAP" but DOES NOT CONTAIN "ASAP", the ticket is automatically assigned to the group SAP.
As it stands now (SDP 7015 on MSSQL) if we add the criteria for SUBJECT > CONTAINS "SAP", when we add the second critera condition for SUBJECT > DOES NOT CONTAIN "ASAP" there is only one criteria applied and it reads DOES NOT CONTAIN "SAP", "ASAP". We would like to route SAP - SUBJECT tickets to our SAP group, but exclude ASAP - SUBJECTS from being automatically assigned to the SAP group.
We would like to be able to apply multiple critera to other fields as well, including DESCRIPTION, DEPARTMENT and others.
Thank you for your time and consideration.
For example:
We would like to be able to set a rule so that if the subject line CONTAINS "SAP" but DOES NOT CONTAIN "ASAP", the ticket is automatically assigned to the group SAP.
As it stands now (SDP 7015 on MSSQL) if we add the criteria for SUBJECT > CONTAINS "SAP", when we add the second critera condition for SUBJECT > DOES NOT CONTAIN "ASAP" there is only one criteria applied and it reads DOES NOT CONTAIN "SAP", "ASAP". We would like to route SAP - SUBJECT tickets to our SAP group, but exclude ASAP - SUBJECTS from being automatically assigned to the SAP group.
We would like to be able to apply multiple critera to other fields as well, including DESCRIPTION, DEPARTMENT and others.
Thank you for your time and consideration.