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<div class="moz-cite-prefix">On 2/4/13 2:52 PM, Kevin Falcone wrote:<br>
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<blockquote cite="mid:20130204195222.GH1773@jibsheet.com"
type="cite">
<pre wrap="">On Wed, Jan 30, 2013 at 11:31:05AM -0500, Roy McMorran wrote:
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<pre wrap="">I'm receiving incoming tickets from a web form. Certain required
form fields (e.g. operating system, asset tag, etc.) are being
extracted into custom fields, and that's working well.
I'd like to transform the ticket 'body' on creation (after the CFs
are extracted) so that it only contains the free-form text from the
'Description' field that was provided by the form. Can anyone
suggest how I might approach that?
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<pre wrap="">
Do you want to transform the body for people who work the ticket to
have a cleaner view or to control the mail that is sent out on ticket
creation to the requestor?
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Hi Kevin, thanks for the reply. Well, ideally... both. I don't
think the requestor needs to see all the custom fields s/he just
entered, but I think that could be done by just tweaking the
autoreply template, yes? But the main goal would be to transform
the body that gets stuffed into the ticket; i.e. yes, the view that
the people working the ticket will see. <br>
<br>
E.g. Incoming email body:<br>
<meta http-equiv="content-type" content="text/html;
charset=ISO-8859-1">
-------<br>
Name: Cuthbert Rumbold<br>
Email: <a class="moz-txt-link-abbreviated" href="mailto:cr@example.org">cr@example.org</a><br>
Phone number or extension: 125<br>
Request Category: Network Connectivity/Internet Access<br>
Summary of request or problem: Internet down<br>
Detailed description of request or problem: No internet access on
floor 2<br>
Computer Platform: Mac - 10.6 (Snow Leopard)<br>
Urgency: 2. Functionally impaired, need soon<br>
Asset tag: OU812<br>
-------<br>
<br>
Becomes:<br>
-------<br>
No internet access on floor 2<br>
-------<br>
<br>
<small>(and a</small>ll the other lines are captured to CFs using
Extract Custom Field Values scrip)<br>
<br>
Thank you,<br>
Roy<br>
<pre class="moz-signature" cols="72">--
Roy McMorran
Systems Administrator
MDI Biological Laboratory
<a class="moz-txt-link-abbreviated" href="mailto:mcmorran@mdibl.org">mcmorran@mdibl.org</a>
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