Summary: I'm looking for how to set up a rule to route the incident to the correct queue.
Content (required): We want to route to a specific queue if "Action Form" is in the subject. I created a rule that says if Incident.Subject Contains "Action Form". This works pretty well.
However, we have learned that if the subject just contains the 2 words anywhere, it triggers the rule. So if my subject read "Action Required: Bob filled out a form", then the rule triggers, and we don't want it in this case.
I tried putting double quotes around "Action Form" in my rule, but that didn't make a different.