Using Wildcard Characters When Defining Criteria Values

Wildcard characters can also be used when defining specific criteria values. This option allows for a greater range of assignment object matches. For example, if you create an assignment rule for Account objects with the Account City as assignment criteria, then the corresponding criteria value City can be defined as A*. This setting matches Accounts in cities beginning with the letter A.

If a criterion value includes the special characters ?, *, and \ that are used as literals, the escape identifier character (\) must be added before each special character in the value field. For example, the criteria value Tri*Laptop is entered into the Values field as Tri\*Laptop.

Criteria values that include alphanumeric entries are stored as string values. These values are sorted lexicographically, that is, in dictionary order, when determining specific ranges for assignment rules. For example, the value AB10 is sorted between AB1 and AB9, even though you might require AB10 to be placed greater than AB9.

The following figure shows an example of creating Product Defect Priority criteria values using the procedure in Adding Criteria Values to Assignment Criteria and the values in the table in About Criteria Values. This example shows an always-required Product Defect Priority rule criterion for an assignment rule that is compared to service objects using the Include inclusion method. There is a medium Product Defect Priority with a score of 6 and a high Product Defect Priority with a score of 10 associated with this rule criterion.