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Rule did or did not trigger when using contains
Answer ID 6045   |   Last Review Date 12/12/2018

Why didn't it fire when I got an email from johndoe@mail.com?

Environment:

Business Rules

Issue:

I have a rule set up to trigger based on Incident.Email Header CONTAINS JohnDoe@mail.com, but it is not firing as expected.

Resolution:

When using the operator CONTAINS or DOES NOT CONTAIN in a rule condition, keep in mind the following:

  • The CONTAINS operator is case sensitive. For example, JohnDoe@mail.com will not match to johndoe@mail.com. If you want the operator to not be case sensitive, use the MATCHES REGULAR EXPRESSION operator.
  • The CONTAINS operator uses stemming. This is useful when trying to search for general text terms, as in the Summary or Threads fields. For example, looking for records which contain "consulting" will match to any record which matches the stem of "consulting":

    CONSULT --> CONSULT
    CONSULTING --> CONSULT

    CONSULTATION --> CONSULT

    If you only want matches for specific terms and not similarly stemmed words, use the MATCHES REGULAR EXPRESSION operator.

For further information about operators used in rules, see Answer ID 325: Operators used when configuring rules

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