If short description contains a word called software or application assign the ticket to software gr

[Community Alums]

if short description contains a word called software or application assign the ticket to software group 

[Dr Atul G- LNG]

Hi @Community Alums 

This is not a valid use case because when we use "contains" with a word, SN gets any combination. For example, if the short description contains the word "software," it will also match "appsoftwaretool" or any other combination.

So, it's better to use the category or subcategory to identify and assign it correctly. You can also refer to the OOTB (Out-of-the-box) assignment datalook up rule to see how it's configured.

[Ankur Bawiskar]

@Community Alums 

where are you planing to write this? what did you start with and where are you stuck?
This should be an easy requirement.

If my response helped please mark it correct and close the thread so that it benefits future readers.