Email Processing Rules have been extended with full-text search options for the message body and subject. This article focuses on the specifics of how full-text search rules work, are configured, and the special considerations that arise when they are deployed.
Full-text search rules use queries to process far more complex word and / or phrase searches in emails than is otherwise possible with regular keywords and substrings, as used by other Email Processing Rules. To configure a query for a full-text search rule, do as follows:
Figure 1 - Full-text search rule query example
When full-text search rules are decommissioned, they should not be deleted, but deactivated. This is to retain the full-text search rule actions recorded in the action history log (how to open the access history log) of tickets. To deactivate a full-text search rule, do as follows:
Figure 2 - Properly decommissioning a full-text search rule
Figure 3 - Full-text rule actions recorded in the action history log