J_Tamburrini Posted August 7, 2018 Share Posted August 7, 2018 Guys, Please can we get some help to get out head around routing rules we have the following rules in place : the ones we are talking about are the starters- leavers and COD Starters rule expressions fromDomain = "@ourdomain.co.uk" toAddress = "ITUserAdmin@ourdomain.co.uk" subject LIKE '%New Starter%' the templates are setup so send the new ticket to the specified admin team, however these fall into our main stack. please confirm the best way to capture the subject lines. Link to comment Share on other sites More sharing options...
Victor Posted August 7, 2018 Share Posted August 7, 2018 24 minutes ago, J_Tamburrini said: the ones we are talking about are the starters- leavers and COD @J_Tamburrini ...er.. where or what is COD? 24 minutes ago, J_Tamburrini said: however these fall into our main stack. Assuming the "main stack" is a team, I suspect the process associated to these request are assigning it to the "main stack" effectively overwriting the assignment done by the routing template... ? If the "main stack" is a mailbox folder (e.g. Inbox) then it could be due to the expression: 24 minutes ago, J_Tamburrini said: fromDomain = "@ourdomain.co.uk" toAddress = "ITUserAdmin@ourdomain.co.uk" subject LIKE '%New Starter%' This should be either: fromDomain = "@ourdomain.co.uk" OR toAddress = "ITUserAdmin@ourdomain.co.uk" OR subject LIKE '%New Starter%' If any of the criteria can match. fromDomain = "@ourdomain.co.uk" AND toAddress = "ITUserAdmin@ourdomain.co.uk" AND subject LIKE '%New Starter%' If all criteria must match. Link to comment Share on other sites More sharing options...
J_Tamburrini Posted August 7, 2018 Author Share Posted August 7, 2018 its strange as this was working fine until we tried to be smart and split out the rules to search the subject line for the three types of tickets. James Link to comment Share on other sites More sharing options...
Victor Posted August 7, 2018 Share Posted August 7, 2018 3 minutes ago, J_Tamburrini said: its strange as this was working fine Hmm... You sure? ... It could be that they matched the first criterion only (fromDomain = "@ourdomain.co.uk") which would have made it look like it works... The expression in the routing rules is an SQL expression. It means that using multiple criterions requires logical operators (AND/OR). Putting them one beneath the other won't work... most likely the routing rule will only look at the first line... 1 Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now