Extract Custom Fields -

Marcelo_Calado_TBS_T · December 22, 2015, 9:16pm

Hi There!

I am having trouble with RT-Extension Extract Custom Field.

Anyone ever done this before and can help? A quick help will be appreciated
as we are missing critical requests

Thank you.

My template:

EIN|Body|EIN:\s*(\w+)

Address|Body|Address:\s*(\w+)

Cell Phone|Body|Cell Phone:\s*(\w+)

City|Body|City:\s*(\w+)

First Name|Body|First Name:\s*(\w+)

Last Name|Body|Last Name:\s*(\w+)

My body:

Ein:20-999-745
Address: 100, High Street
Cell Phone:3809
City:Stoughton
First Name:Marcelo
Last Name:Calado

Into my logs:

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) added:
1324

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100)
added: 1325

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell
Phone,3809) added: 1326

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue
(City,Stoughton) added: 1327

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First
Name,Marcelo) added: 1328

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last
Name,Calado) added: 1329

Dec 22 16:08:35 751081-tbsfryou RT: [27756] Ticket 347 created in queue
‘TaxOnline’ by mcalado

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

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

Tony_G_Palomino · December 22, 2015, 10:01pm

In our instance we extract information from email headers on ticket
create. Our template looks something like:

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.On Tue, Dec 22, 2015 at 1:16 PM, Marcelo Calado | TBS TAX Services < mcalado@tbstaxservices.com> wrote:

Hi There!

I am having trouble with RT-Extension Extract Custom Field.

Anyone ever done this before and can help? A quick help will be
appreciated as we are missing critical requests

Thank you.

My template:

EIN|Body|EIN:\s*(\w+)

Address|Body|Address:\s*(\w+)

Cell Phone|Body|Cell Phone:\s*(\w+)

City|Body|City:\s*(\w+)

First Name|Body|First Name:\s*(\w+)

Last Name|Body|Last Name:\s*(\w+)

My body:

Ein:20-999-745
Address: 100, High Street
Cell Phone:3809
City:Stoughton
First Name:Marcelo
Last Name:Calado

Into my logs:

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20)
added: 1324

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20)
added: 1324

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100)
added: 1325

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100)
added: 1325

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell
Phone,3809) added: 1326

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell
Phone,3809) added: 1326

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue
(City,Stoughton) added: 1327

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue
(City,Stoughton) added: 1327

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First
Name,Marcelo) added: 1328

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First
Name,Marcelo) added: 1328

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last
Name,Calado) added: 1329

Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last
Name,Calado) added: 1329

Dec 22 16:08:35 751081-tbsfryou RT: [27756] Ticket 347 created in queue
‘TaxOnline’ by mcalado

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

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

Tony.Palomino@reed.edu
Director, Computer User Services
Reed College
503-788-6622

Marcelo_Calado_TBS_T · December 23, 2015, 9:52pm

Hi Tony!

Thank you!

Following your exemple, I got the same error!

But…. I set up my mail client for plain text and my body for:

CustomField.{EIN}:45-1234567
CustomField.{Address}: 785, Hi Street
CustomField.{Cell Phone}:781-999-8111
CustomField.{City}:Stoughton
CustomField.{First Name}:Marcelo
CustomField.{Last Name}:Calado

And…………Works Fine….

What I need to do to extract from mail and assign my tickets fields?

Thank you So Much!From: Tony G Palomino [mailto:palomint@reed.edu]
Sent: Tuesday, December 22, 2015 5:01 PM
To: Marcelo Calado | TBS TAX Services mcalado@tbstaxservices.com
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Extract Custom Fields -

In our instance we extract information from email headers on ticket create. Our template looks something like:

RTcustomfieldname1|X-header-name-1|.*

RTcustomfieldname2|X-header-name-2|.*

RTcustomfieldname3|X-header-name-3|.*

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.