Implementing Policy › Email Administration › Mailbox Rules › Filter String Object Identifier Restrictions

Filter String Object Identifier Restrictions

Restrictions apply to the mailbox rule filter strings which determine the object identifier (for example, %Incident:{{object_id}}%) in an email. Text that surrounds an object identifier ({{object_id}}) must be unambiguous in both content and length; the text must clearly define the beginning and end of the ticket ID artifact value that is between the text.

The following restrictions apply to how the Mail Eater interprets the start of the ticket ID artifact value:

• The {{object_id}} placeholder must not be the first element in the filter string. At least one character is required, and generally a distinctive keyword, or a sequence of letters, numbers, and symbols must precede the object ID keyword.
• The character that immediately precedes the {{object_id}} placeholder must not be a repeatable or optional character (meaning, a character that a plus sign (+), an asterisk (*), or a question mark (?) follows) that can be part of a ticket ID artifact value. Repeatable or optional characters risk being ambiguous with the start of the ticket ID artifact value, unless they are whitespace characters. Whitespace characters (space, tab, carriage return, line feed) must not be part of a ticket ID artifact value.
• The character that immediately precedes the {{object_id}} placeholder must not be a repeatable or optional bracketed-set of characters which includes characters that can be part of a Ticket ID Artifact value.

The following restrictions apply to how the Mail Eater interprets the length of the ticket ID artifact value:

• The {{object_id}} placeholder must not be the last element in the Filter String. One or more characters must follow the {{object_id}} placeholder.
• The character that immediately follows the {{object_id}} placeholder must not be a repeatable or optional character (meaning, a character that a plus sign (+), an asterisk (*), or a question mark (?) follows) that can be part of a ticket ID artifact value. Repeatable or optional characters risk being ambiguous with the end of the ticket ID artifact value, unless they are whitespace characters. Whitespace characters (space, tab, carriage return, line feed) must not be part of a ticket ID artifact value.
• The first character after the {{object_id}} placeholder must not be a character that can be part of a ticket ID artifact value.
• Avoid the following characters immediately before and after the {{object_id}} placeholder:
  • All upper or lower-case letters
  • Numerals
  • The plus sign (+)
  • The slash (/)
  • The comma (,)
  • The period (.), because it can represent any character except for a line break, and thus can be any of the characters in this list.

  because any of these characters can exist within the ticket ID artifact value. When a bracketed set (several characters between brackets, of which the filter check can match any one), precedes or follows the {{object_id}} placeholder, the bracketed set must not contain any of these characters.