I am setting up auto routes for tickets being opened via email. The subject line will have one key word that determines which auto route to use. Can I used double % in front and behind that key trigger word/phrase to accept anything before or after that and not have a subject line that matches it entirely? IE the subject line might say "new ticket for john smith: service" The name can change to anyone but the trigger word 'service' is what the condition looks for in the auto route.
Yes Auto Route will accept % as wild card character. The subject line of an email goes into the Description field of a ticket, so you will need to set up the Description field under the Auto Route Matching Conditions. But please note that any ticket satisfying such a matching condition will qualify for this auto route.
So, if my subject line comes in as "john smith : service" and the service will be static, its my trigger / key word to drive the auto route, the name John Smith can actually be anyones name for attn purposes, using %service% will drive it correctly?
If the subject line of the email contains the keyword “service” then this auto route will apply.
It will apply even if subject line is something like (example)
“I am not able to access the reporting service app”
Thank you very much Neha!! Perfect!