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"
CA Service Desk Manager 14.1.x / 17.1.x
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