Custom Fields and Masks in Conditions

Before reviewing the conditions for each type of rule, it is important to understand how custom fields are handled and how to enter conditions for fields that use masks.

If you have added custom fields for contacts, organizations, incidents, answers, or opportunities, they will appear in the condition drop-down menu.

Some fields have masks that let you define a format for a field to ensure that staff members enter them correctly. For example, you might want to define a custom field for a catalog number that uses a mask to force the correct sequence of letters, numbers, and formatting characters.

When you add a condition for any field that uses a mask, you must omit the formatting characters when you enter the value for that condition. For example, if you add a custom field with the ULF-M#M#, the entered data consists of an uppercase alphabetic character, a hyphen, and two numbers, such as M-63. If you want to create a rule using the custom field as a condition, the value for the condition must be “M63” and not “M-63” with the hyphen.