Inbound Action not Case Sensitive but Business Rule is.

[rickburke]

I am writing an inbound action that looks for a specific subject so I added my contains filter in the conditions with my requirement.   This works no matter what the case is as long as it matches the text, however when I write similarly the same thing in a Before Insert business rule, it is only looking at Case Sensitivity and therefore I need to predict how many conditions of different cases I could have.   Is there an easy way without scripting to fix this?   We are on Helsinki at the moment.   I'm not sure I understand why one condition would not be case sensitive (inbound action) but the other conditions are case sensitive (business rule).   I am using the business rule to auto route to categories and sub categories and assignment groups.

[Michael Fry1]

Why not keep the routing and setting of the cat/subcat all in the inbound action? versus having the inbound action process the email and then have a business rule run to set some more fields.

[rickburke]

Mainly because we will need to create multiples. Possibly up to 30 different ones. I think it is better to have multiple Business Rules versus multiple Inbound Actions since I would have to duplicate all of them for Forwarded e-mails as well. But I am open to ideas.

Essentially, they want one e-mail address and based on that incoming e-mail, they will hashtag certain keywords in order to properly categorize and route to assignment groups before the record even gets created.

Rick Burke

Sr. Systems and Technology Manager

ScanSource, Inc.

rick.burke@scansource.com<mailto:rick.burke@scansource.com>

864.286.4444

800.944.2439

[Michael Fry1]

I'm just saying use 1 inbound action, but all the code for routing, setting group is in the inbound action. I prefer the code in one sport versus having to go find it even if the inbound action gets a little big.

[rickburke]

Yes, I would agree, but it could get really large and hard to find stuff, plus I am not a scripter and I love the condition based approach ServiceNow uses.   I was just hoping they would work the same way, since they are essentially doing the same thing (or at least what I want them to condition off of).