This documentation supports the 20.02 version of Remedy Action Request (AR) System.

To view an earlier version, select the version from the Product version menu.

Filter and escalation workflow considerations

Some server-side workflow actions call byte-oriented filter functions, such as LENGTH, SUBSTR, and STRSTR. Character -oriented equivalents, such as LENGTHC, SUBSTRC, and STRSTRC, also exists. Because UTF-8, Chinese, Japanese, and Korean characters can occupy one or more bytes, the byte-oriented and character-oriented lengths and offsets are different. When creating workflow actions, be aware of the difference. For example:

  • LEFT($8$, 3) extracts a prefix of no more than 3 bytes from field 8.
  • LEFTC($8$, 3) extracts a prefix of no more than 3 characters from field 8.
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