pdm_maileater filter is not working well

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Article ID: 106195

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

The rules are not working well.
If i have 2 filters:
1 for opening a request for subject containing "*"
2 for ignoring the email for an string "XYZ" in subject

This is opening the request, even the subject contains "XYZ"

Environment

CA Service Desk Manager 14.1.x  / 17.1.x

Resolution

Customer put the the following order in the filters:
1. The most restrictive (to ignore the message)
2. The most comprehensive rule (to open if subject contain "*")

So, ti's such as:
100  Subject contain   [ \t\r\n]Microsoft[ \t\r\n]   Ignore email and reply    Incident   Email
200  Subject contain   [ \t\r\n]*[ \t\r\n]                 Create/update object     Incident   Email