This documentation supports the 18.08 version of Remedy Action Request System.

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Refining filter qualifications using the $USER$ keyword

A human user and an internal (system) user will trigger filters with Execution Options set for Submit and Modify.  An internal user can be an escalation "user" (AR_ESCALATOR user), a DSO action (Distributed Server user), or an application binary (such as Remedy Application Service user). There may be situations where you might want a filter to be triggered only by a human, but not an internal "user" (such as AR_ESCALATOR) or vice versa.

If you want a filter to not be triggered by an escalation, add the following string to your Run If qualification:

AND $USER$ != "AR_ESCALATOR"

If you want a filter to be triggered only by an escalation and not by a human user (or other internal "users"), add the following string to your Run If qualification:

AND $USER$ = "AR_ESCALATOR"

To ensure that neither AR_ESCALATOR nor Distributed Server users trigger the filter, you might include them as follows:

AND ($USER$ ! = "AR_ESCALATOR" OR $USER$ ! = "Distributed Server")
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