[rt-users] Modify ticket 'body' after extracting custom fields?

Dan Madere danmadere at gmail.com
Mon Feb 4 17:25:45 EST 2013

The way I handle this is, a scrip finds the email address and message body
using regular expressions.  It then sets the requestor to the given email
address and makes an additional comment on the ticket with just the message
body so it's easy to read and quote.  We also exclude these web form
tickets from receiving an auto reply.


On Mon, Feb 4, 2013 at 4:15 PM, Roy McMorran <mcmorran at mdibl.org> wrote:

>  On 2/4/13 2:52 PM, Kevin Falcone wrote:
> On Wed, Jan 30, 2013 at 11:31:05AM -0500, Roy McMorran wrote:
>  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?
>  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?
>  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.
> E.g. Incoming email body:
> -------
> Name: Cuthbert Rumbold
> Email: cr at example.org
> Phone number or extension: 125
> Request Category: Network Connectivity/Internet Access
> Summary of request or problem: Internet down
> Detailed description of request or problem: No internet access on floor 2
> Computer Platform: Mac - 10.6 (Snow Leopard)
> Urgency: 2. Functionally impaired, need soon
> Asset tag: OU812
> -------
> Becomes:
> -------
> No internet access on floor 2
> -------
> (and all the other lines are captured to CFs using Extract Custom Field
> Values scrip)
> Thank you,
> Roy
> --
> Roy McMorran
> Systems Administrator
> MDI Biological Laboratorymcmorran at mdibl.org
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