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C4C:How does contain operators(Contains any, contains string) work in Routing Rules

May 11 at 11:26 AM

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Hello All,

My requirement is to configure ticketing rules on the basis of Subject. If subject contains any of the words like "ABC", "BCD", "EFG", "GBH DF" then ticket should be routed to specific team. Also, Rule should fail if it finds a ticket with subject DF only

Didn't find documentation explaining usage of each of these operator

( Contains any, contains pattern, contains string)

Regards,

Rajesh Gupta

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Best Answer
Arthur Chen
May 16 at 08:57 PM
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Hi Rajesh,

When comparing text fields (e.g. Subject) as a condition for your routing rules, we currently offer the following comparison operators - equals, does not equal, matches pattern and does not match pattern. In the example you provided, when you want a condition to return when Subject contains/does not contain a specific text pattern, you can utilize the comparison operators 'matches pattern' and 'does not match pattern' and enter the text values you want to utilize to trigger the routing conditions as desired.

Best regards,

Arthur

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