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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Hi Tony!<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Thank you!<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Following your exemple, I got the same error! <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>But…. I set up my mail client for plain text and my body for:<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black;background:white'>CustomField.{EIN}:45-1234567</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'><br><span style='background:white'>CustomField.{Address}: 785, Hi Street<span class=apple-converted-space> </span></span><br><span style='background:white'>CustomField.{Cell Phone}:781-999-8111<span class=apple-converted-space> </span></span><br><span style='background:white'>CustomField.{City}:Stoughton<span class=apple-converted-space> </span></span><br><span style='background:white'>CustomField.{First Name}:Marcelo<span class=apple-converted-space> </span></span><br><span style='background:white'>CustomField.{Last Name}:Calado<o:p></o:p></span></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black;background:white'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black;background:white'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black;background:white'>And…………Works Fine….</span><span style='font-size:10.0pt;font-family:Wingdings;color:black;background:white'>J</span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>What I need to do to extract from mail and assign my tickets fields?<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Thank you So Much! <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>From:</span></b><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'> Tony G Palomino [mailto:palomint@reed.edu] <br><b>Sent:</b> Tuesday, December 22, 2015 5:01 PM<br><b>To:</b> Marcelo Calado | TBS TAX Services <mcalado@tbstaxservices.com><br><b>Cc:</b> rt-users@lists.bestpractical.com<br><b>Subject:</b> Re: [rt-users] Extract Custom Fields -<o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>In our instance we extract information from email headers on ticket create. Our template looks something like:<o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><div><div><p class=MsoNormal>RTcustomfieldname1|X-header-name-1|.*<o:p></o:p></p></div><div><p class=MsoNormal>RTcustomfieldname2|X-header-name-2|.*<o:p></o:p></p></div><div><p class=MsoNormal>RTcustomfieldname3|X-header-name-3|.*<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>I can see what you're trying to do with your template, but unfortunately don't have enough experience to know how to help further.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>On Tue, Dec 22, 2015 at 1:16 PM, Marcelo Calado | TBS TAX Services <<a href="mailto:mcalado@tbstaxservices.com" target="_blank">mcalado@tbstaxservices.com</a>> wrote:<o:p></o:p></p><blockquote style='border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in'><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>Hi There!</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>I am having trouble with RT-Extension Extract Custom Field. </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>Anyone ever done this before and can help? A quick help will be appreciated as we are missing critical requests</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>Thank you.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>My template:</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>EIN|Body|EIN:\s*(\w+)</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>Address|Body|Address:\s*(\w+)</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>Cell Phone|Body|Cell Phone:\s*(\w+)</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>City|Body|City:\s*(\w+)</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>First Name|Body|First Name:\s*(\w+)</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>Last Name|Body|Last Name:\s*(\w+)</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>My body:</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:black;background:white'>Ein:20-999-745</span><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:black'><br><span style='background:white'>Address: 100, High Street</span><br><span style='background:white'>Cell Phone:3809</span><br><span style='background:white'>City:Stoughton</span><br><span style='background:white'>First Name:Marcelo</span><br><span style='background:white'>Last Name:Calado</span></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Into my logs:</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) added: 1324</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) added: 1324</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) added: 1325</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) added: 1325</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell Phone,3809) added: 1326</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell Phone,3809) added: 1326</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (City,Stoughton) added: 1327</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (City,Stoughton) added: 1327</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First Name,Marcelo) added: 1328</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First Name,Marcelo) added: 1328</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last Name,Calado) added: 1329</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last Name,Calado) added: 1329</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] Ticket 347 created in queue 'TaxOnline' by mcalado</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] Failed command 'address: 100, High Street'#012Error message: Command 'address' is unknown#012#012Failed command 'ein: 20-999-745'#012Error message: Command 'ein' is unknown</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'>Dec 22 16:08:35 751081-tbsfryou RT: [27756] Extended mailgate error: Failed command 'address: 100, High Street'#012Error message: Command 'address' is unknown#012#012Failed command 'ein: 20-999-745'#012Error message: Command 'ein' is unknown</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#222222'> </span><o:p></o:p></p></div></div></blockquote></div><p class=MsoNormal><br><br clear=all><o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><p class=MsoNormal>-- <o:p></o:p></p><div><div><div><p class=MsoNormal><a href="mailto:Tony.Palomino@reed.edu" target="_blank">Tony.Palomino@reed.edu</a><o:p></o:p></p></div><div><p class=MsoNormal>Director, Computer User Services<o:p></o:p></p></div><div><p class=MsoNormal>Reed College<o:p></o:p></p></div><div><p class=MsoNormal>503-788-6622<o:p></o:p></p></div></div></div></div></div></div></div></body></html>