Modify ticket 'body' after extracting custom fields?

Greetings,

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?

Thanks!

Roy McMorran
Systems Administrator
MDI Biological Laboratory
mcmorran@mdibl.org

Greetings,

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?

Thanks!

I use an different approach.
My web form create an mail and I create for every custom fields an mail
header. Within RT I parse the mail header and set the custom field values.
The ticket create message doesn’t contain the custom field values but I
can always take a look at the mail headers by “Show full header”.

If you want to rewrite the ticket create message you have to take care
not to remove the wrong content.

Chris

Am 30.01.2013 17:31, schrieb Roy McMorran:

Greetings,

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?

Thanks!

I use an different approach.
My web form create an mail and I create for every custom fields an mail
header. Within RT I parse the mail header and set the custom field values.
The ticket create message doesn’t contain the custom field values but I
can always take a look at the mail headers by “Show full header”.

If you want to rewrite the ticket create message you have to take care
not to remove the wrong content.

Chris

Hi Chris, thanks for the reply. I really like that approach, but
unfortunately the form tool I am required to use does not have the
capability to put information in the message headers. Alas, still
searching.

Thank you.
Roy

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?

-kevin

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@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 Laboratory
mcmorran@mdibl.org

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.

DanOn Mon, Feb 4, 2013 at 4:15 PM, Roy McMorran mcmorran@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@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@mdibl.org

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.

Roy - Dan’s solution is one of the best to implement.
While it is technically possible to modify the body of an incoming
email from a MailPlugin, it isn’t really advisable since you lose any
method of debugging what happened. We often do what Dan suggested for
clients.

-kevin

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.
Roy - Dan’s solution is one of the best to implement.
While it is technically possible to modify the body of an incoming
email from a MailPlugin, it isn’t really advisable since you lose any
method of debugging what happened. We often do what Dan suggested for
clients.

-kevin
OK, noted, I shall give that a try. Thanks everyone!

Roy McMorran
Systems Administrator
MDI Biological Laboratory
mcmorran@mdibl.org