Key word search from email subject

[bigbeetlefan]

HI Awesome community gurus.

I'm scratching my head and trying to find a good solution for my problem.

One of our business group, would like to have inbound email ticket creation (it's kind of easy.) however, they want people to put some keyword in the email subject, and based on the keyword, it will assign to the right team/agent.

Idea #1:

My initial thought is that we create a business rule run after the ticket is created, and we hard code all the keywords in the conditions, for example:

if 'short_description' contain 'microsoft', then the action is change assignment group. (which is also kind of working). But the keyword list is 50+, i think create a 50 OR condition is a good practice.

Idea #2:

Create a table/form to hold all the keyword and assignment relationship, and let Business Rule to do a lookup in this table, but problem is there doesn't seems to be a way you can do something like "check overlap of two long strings"example the short description is "keyword1   keyword2 something else"   how could i isolate each keywords and run table search for each keyword?

Any suggestions are much appreciated .

Cheers,

Bing

[Chuck Tomasi · Accepted solution]

Hi Bing,

Have you taken a look at Assignment Rules? You don't have to mess with the incoming mail. They work on the resulting record (e.g. incident.)

Defining Assignment Rules - ServiceNow Wiki

[bigbeetlefan]

Hey Chuck, Thank you!

that's great, it's kind of sort my problem out.

I created a test record and it seems be working if the a string field has exact the same value as matcher string field.

but it wouldn't do the some thing like partial match.

eg. "APP CREATION" won't find right lookup if the value in matcher field is "APP", any other good suggestions?

T