Ticket Automation uses standard SQL Wildcards for search results.

  • % : Use a percent symbol as a substitute for zero or more characters.
    For example: will return results that contain “apple” and “apples”
  • _ : Use an underscore as a substitute for a single character.
    For example: will return both “pear” and “dear”
  • [charlist] : Using a character list inside of square brackets sets a range of characters to match.
    For example: will return Customers whose name starts with B, S, or P.
  • [^charlist] or [!charlist] : Using a character list inside of square brackets beginning with a caret or exclamation point sets a range of characters that do NOT match. For example: will return Customers whose name does NOT start with B, S, or P.

Related Topics

  • Ticket Automation Tips and Tricks: A list of important information, tips, and suggestions for Ticket Automation Triggers.
  • Create a new Ticket Automation Trigger: Instructions on how to create or duplicate a trigger.
  • Placeholder Variables: There are a handful of placeholder variables which can be used in the Log Public/Private Actions and Notify User Actions. Simply place the text as below, including the “squiggly parenthesis” and the text will be replaced by the correct variable when the e-mail is sent or the action logged.

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