We created a rule to compare a custom fact that contains an email address to a negative list of email addresses. Even though values match exactly the rule is not triggering. We attempted the same logic but removed the list and did a direct compare of the custom fact to an individual email address in the rule and it failed as well.
The customer reviewed the custom factors and noticed that the ABC_Email custom fact is actually being sent in as ABC_EMAIL. For whatever reason Case Manager does not have an issue with this and displays the email in the event but the rules must not like it. Once updated to match the case it started working. The surprising thing I found is that the comparison between value and list is case sensitive. Is this a setting we can change or we need to normalize the data on both sides?
I followed up on the RSA side, and learned that most things are considered case sensitive, unless otherwise noted in the documentation. I checked for the client defined facts, and did not see any references to case.