Question about email tickets and custom fields

I have a form that people fill out and it submits the following to my RT
server

On 2008-07-17 an <modem_Type> was installed for Acct: “” by

Technician:
Customer Name: TestingGuyAgain, ThatDarn
Telephone:
Customer Number: 1111111 1111111
Email Address: customers@emailaddress
Install Type: ModemSwap
Service Order/Trouble Ticket:
Installed Modem: <modem_Type>
Modem MAC:
Modem Service Level:
Learned Address: 10.11.61.1
Power Levels:
Downstream Power: -6.-6dBmV - Upstream Power: 49.0dBmV
Router: <yes/no/yes-theirs/yes-ours>

When the ticket gets to RT, it sets the requestor to the customers email
address as it should. What I am interested in doing now is setting some of
the user (custom) fields based on the information provided. I have a User
Custom Field called (Appropriately enough) “MAC Address” and as it stands
now, I need to go through the ticket and input that manually. Is there a way
to automate this via scrips or via ???

Regards,

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

I have a form that people fill out and it submits the following to my RT
server

On 2008-07-17 an <modem_Type> was installed for Acct: “” by

Technician:
Customer Name: TestingGuyAgain, ThatDarn
Telephone:
Customer Number: 1111111 1111111
Email Address: customers@emailaddress
Install Type: ModemSwap
Service Order/Trouble Ticket:
Installed Modem: <modem_Type>
Modem MAC:
Modem Service Level:
Learned Address: 10.11.61.1
Power Levels:
Downstream Power: -6.-6dBmV - Upstream Power: 49.0dBmV
Router: <yes/no/yes-theirs/yes-ours>

When the ticket gets to RT, it sets the requestor to the customers email
address as it should. What I am interested in doing now is setting some of
the user (custom) fields based on the information provided. I have a User
Custom Field called (Appropriately enough) “MAC Address” and as it stands
now, I need to go through the ticket and input that manually. Is there a way
to automate this via scrips or via ???

Sure, you have to write a scrip based on those you can found on
http://wiki.bestpractical.com/view/Contributions.

look at http://wiki.bestpractical.com/view/AutomaticCustomFieldValue and
http://wiki.bestpractical.com/view/ExtractCustomFieldValues for example.