We have had a request from one of our regional user of WHD to be able to route requests that come in via the email to a correct request type based on a leading portion of the Request Detail. In this case emailed requests come into a standard email inbox. This then has to be read by a person. That person then reads the first part of the Request Detail (such as (PS-SAD)) and knows to route this to the Languages -> Software -> SAD request group. Since this is not a full time job monitoring the incoming email, requests can be delayed by several hours or overnight. We don't want to give each of the request types their own email address as this will only confuse our customers looking for help.
I would like to see the routing be based on a CONTAINS("xxxxx xxxx") not an EQUALS.
