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Maileater mailbox rules filter string question

Question asked by tzadell on Dec 15, 2016
Latest reply on Dec 16, 2016 by tzadell

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

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