I am trying to set up a Rule that will close any auto-generated Service Calls, unless the Information field contains any form of the word Fail - i.e. Failed, Failure, Failures, etc. It's always an upper case F, so case sensitive isn't the issue, but I'm trying to use the wildcard, so the condition statement looks like this:
When service call is created where Template (*) equals Inbound email SVC4BACKUP AND NOT (Information (*) contains Fail%)
I've checked the logs and it keeps saying "true" on the second condition no matter how I write it.
We're on Service Desk 4.5 SP25. Let me know if anyone has any ideas on how to make this happen.
When service call is created where Template (*) equals Inbound email SVC4BACKUP AND NOT (Information (*) contains Fail%) Close when not failed/failure state (Update Data) Expected Completion set to (Current date); Solution set to Back up succeeded; Assignment;Assignment Status set to Closed; Assignment;To person set to Johanns, Tim; Actual Start set to (Current date); Status set to Closed; Actual Finish set to (Add to Current date 5 seconds); Closure code set to Solved
In other words, after a ticket is created, check or scan the Information field for the words "Failed" or "Failure" or any other form of the word "Fail", thus the need for the wildcard. If it doesn't contain any form of that word, then update the required fields to Close the ticket.
Make sense? Hope that clears things up and let me know if you have any suggestions.
Thanks for the help so far but the plot thickens... By just putting Fail in the rule, it was working great, but then the user came back with another criterion to add. So now I need the rule to fire when the information field has any form of the word "Fail" or contains the words "Mount Rack". Here's my rule:
When service call is created where Template (*) equals Inbound email SVC4BACKUP AND (NOT (Information (*) contains Fail) OR NOT (Information (*) contains Mount Request)) ...
If you modify the criterion for Mount Request, you can see that I do have the quotes around the words but they're not showing up in the display. Now, it's closing all the tickets again, even the ones that say "Failures"...grrr.
Can you see what I'm doing wrong here?? Also, see the screen shot attached.