Why doesn't a rule work with the | (pipe) operator?
If a business rule is configured as follows:
IF the Incident.Summary field CONTAINS 'first text|second text|third text'
THEN a certain action should occur.
The rule will not work. If everything after 'first text' is removed the rule will work.
If you would like to use the OR operator (the pipe or | ) with business rules you must use the Matches Regular Expression or Does Not Match Regular Expression operator. The pipe (text1|text2) will not work with any other operator.
For more information on regular expressions, refer to Answer ID 486: Regular expressions and how they apply to rules.