Is there syntax to have a mailbox rule filter string include more than one value?
Example:
Filter = Subject contains Filter string = Request {{object_id}}
This rule updates the ticket if it's a request.
Filter = Subject contains Filter string = Incident {{object_id}}
This rule updates the ticket if it's a incident.
But we have the ability to convert a request to an incident, or convert an incident to a request when appropriate. The customer who is replying to their initial email when the ticket was created doesn't know that the ticket was converted.
So I would like to modify both of these mailbox rule filter strings to include both email subject lines:
Request {{object_id}} or Incident {{object_id}}
Can this be done? If it can, what would the correct filter string syntax be?
Thanks,
Tammy