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Maileater filter syntax help

Question asked by tzadell on Sep 22, 2017
Latest reply on Sep 29, 2017 by Jon_Israel

Hi everyone,

We have the 'convert' customization, where you can convert an incident to a request, or a request to an incident.  I am trying to make the maileater update rule for both objects accept either word in the email subject line (incident or request) to successfully update the ticket, because when the ticket is created as a request and converted to an incident, when the customer replies to the email they received, the subject line in that email says Request ##### and it doesn't update the ticket.  

 

The current filter string for updating incidents is:  Incident {{object_id}}

The current filter string for updating requests is:  Request {{object_id}}

 

It doesn't work to just create an additional rule that updates incidents with this filter string: Request {{object_id}}, because it fails on the first rule and doesn't go to the second one.  How can I have one filter string for an email subject line that could have either word?

 

Thanks,

Tammy

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