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Operators used when configuring rules
Answer ID 325   |   Last Review Date 05/28/2019

What are the values of the Operator field when configuring rules?

Environment:

Operators in Business Rules
Oracle Service Cloud

Resolution:

The operators listed below can be used to specify IF conditions when creating business rules in Oracle Service Cloud. The specific options listed depend on the field you select in the IF condition of the rule.

Note: If you use a regular expression in the Value field of the IF criteria, you must use either the MATCHES REGULAR EXPRESSION or DOES NOT MATCH REGULAR EXPRESSION operator. For more information on regular expressions, refer to Answer ID 486: Using Regular Expressions.

EQUALS -- This criteria is met if the field matches the value exactly, including case. This operator is useful with fields that use a drop-down menu.

When using this field to configure specific text content, you must include single quotes around the text of interest. For example, you can set criteria to be Organization.Name EQUALS 'ABC Company'.

NOT EQUALS -- This criteria is met if the field does not match the value exactly, including case.

LESS THAN -- The criteria is met if the field is less than the value specified. This is available only when an field with numeric values is selected such as an integer or date field. Also available is the Less than or Equal to option.

GREATER THAN -- The criteria is met if the field is less than the value specified. This is available only when an field with numeric values is selected such as an integer or date field. Also available is the Greater than or Equal to option.

IN RANGE -- This criteria is met if the value of the field is within the numerical or date range you specify. A value that equals an end point of the range is within the range and matches the expression.

NOT IN RANGE -- This criteria is met if the value of the field is outside the numerical or date range you specify.

CONTAINS -- The criteria is met if any part of the field matches the stemmed value or the word or words specified. This operator can be useful with text fields, i.e. the Summary or Thread fields.

If you include multiple words, the stemmed versions of the words must be included somewhere in the content of the field specified. That is, if you set the Value to be "dog cat", in order for a record to match, the field must include a form of "dog" (including dogs) and also a form of "cat". This operator is not case-sensitive.

Note: When using this operator, do not use wildcards in the Value field.

DOES NOT CONTAIN -- The criteria is met if the value specified does NOT appear anywhere in the field. In addition, the field cannot contain any word that shares the same stem of the word listed. This operator can be useful with text fields, i.e. the Summary or Thread fields. This operator is not case sensitive

Note: When using this operator do not use wildcards in the Value field.

MATCHES REGULAR EXPRESSION -- The criteria is met if the field matches the regular expression specified in the Value field of the condition. This operator is not case sensitive.

DOES NOT MATCH REGULAR EXPRESSION -- The criteria is met if the field does not match the regular expression specified in the Value field of the condition. This operator is not case sensitive.

IN RESPONSE INTERVAL -- This criteria is used only with the Incident.Created field and is met if the incident was created within normal working hours; that is, the incident was created within the response requirements of the SLA associated with the incident or within the default response requirements if no SLA is associated with the incident.

NOT IN RESPONSE INTERVAL -- This criteria is used only with the Incident.Created field and is met if the incident was not created within normal working hours; that is, the incident was not created within the response requirements of the SLA associated with the incident or not within the default response requirements if no SLA is associated with the incident.

MODIFIED THIS EDIT -- This criteria is met if the value of the field changed from when the record was opened to when it was saved.

NOT MODIFIED THIS EDIT -- This criteria is met if the value in the field remains unchanged from when the record is opened to when it is saved.

IS NULL --  The field does not contain a value.

IS NOT NULL -- The field contains a value.


To match exact phrases: To set up a rule that matches an exact phrase in a text field, you can use the MATCHES REGULAR EXPRESSION operator and enter the exact phrase in the field. The CONTAINS operator treats each word entered independently, so it does not adequately set criteria for the specific sequence of words.


To set a criteria for a null value: You can set up rule criteria for a field with null values. You can use the EQUALS operator and enter two single quotes in the field, i.e. if organizations.name EQUALS '' (two single quotes). Another option is to use the NOT EQUALS operator with a percent sign, i.e. if organizations.name NOT EQUALS %.

When creating rules, be sure to test your rule by submitting an incident from the incident source specified that matches the criteria in the IF section of the rule.

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