I'm new to ServiceDesk - so answer may be simple - sorry if it is.

I'm defining rule in Business Rules based on two words in the email subject. Both of tchem needs to be met together, so operator 'and' seems to be right choice.

Business Rule instead of 'and' puts 'or' operator - even if I add words separately.

For example - I need to distinguish high and low importance incidents. I thought that simplest way is to send an email with "category" and "importance" in the subject of email - Subject: "problem with PRINTER it is URGENT" or "problem with PRINTER it is NORMAL" (of cource char case is unimportant).

I hope it would add incydent with high priority in first case and normal priority in second but because of "or" oferator in the Business Rule - it takes first rule on list that met "PRINTER" word and ignores second.

Is it possible to achive something like that ?

P.S. Sorry for my emglish ...