Setting dynamic field based on text in body [SOLVED]

[nickeswede]

Hi,

Is the any way that we can interpret the body of an incoming ticket to set a Dynamic Field for the ticket.
For instance, if the customer writes in the body that the problem is located in a city called Stockholm, could you set our dynamic field "City" to Stockholm?

Regards
/Niklas

[reneeb]

If there are rules how the interesting parts can be identified, you can use a postmaster filter. If there are no rules, it is hard to determine what to store in the dynamic field...

[nickeswede]

Hi, and thanks for taking the time to answer this.

Yes, there are rules since the incoming mail are generated from a webform. Can we match it using regex?

/Niklas

[reneeb]

Yes... Select "Body" in the Match Header section and add the regex in the value field. In the Set-Header section, select X-OTRS-DynamicField-<NAME> and use "[***]" (without the quotes) in the value. That [***] is replaced with the matched string...

You might have to add your dynamic field as a valid header field in SysConfig (setting PostmasterX-Header in Group Ticket, Subgroup Core::Postmaster).

[crythias]

If generated from a web form, why not send the field as a header?

[nickeswede]

Hi, thanks for your suggestion

We don't have control of the webforms and external ticketing systems that generates the incoming e-mails so I guess that is not an option.

All the best
/Niklas

[nickeswede]

Yes... Select "Body" in the Match Header section and add the regex in the value field. In the Set-Header section, select X-OTRS-DynamicField-<NAME> and use "[***]" (without the quotes) in the value. That [***] is replaced with the matched string...

You might have to add your dynamic field as a valid header field in SysConfig (setting PostmasterX-Header in Group Ticket, Subgroup Core::Postmaster).

Ok, I think we got the gist of it, but didn't quite get it to work, this is how we did:

First we created a dynamic field (text) called postnr (zipcode in Swedish)

Then we created the filter:

Filter condition:
Header1: Body
Value: [1-9][0-9]{4}

Set email headers:
X-OTRS-DynamicField-postnr
Value: [***]

However, when we get a hit on the regex it sets the value to 1, see below:

TicketDynamicFieldUpdate Updated: FieldName=postnr;Value=1; - Admin OTRS 2013/11/29 15:00:07

Our goal is to get it to set the matched value

If we get a mail containing:

Niklas Andersson
Testvagen 1
11262 Stockholm
Sweden

We was hoping for this filter to set the value of the textfield to 11262, thereby being able to filter out and to get statistics on the zipcodes where we get tickets from.

Is it possible?

Regards
/Niklas

[reneeb]

You need a capturing group, so

Filter condition:
Header1: Body
Value: [1-9][0-9]{4}

should look like

Code: Select all

Filter condition:
Header1: Body
Value: ([1-9][0-9]{4})

(note the parens in the Value part)

[nickeswede]

You need a capturing group, so

Filter condition:
Header1: Body
Value: [1-9][0-9]{4}

should look like

Code: Select all

Filter condition:
Header1: Body
Value: ([1-9][0-9]{4})

(note the parens in the Value part)

Thanks alot! works like a charm.

BTW, what happens it the regex finds/hits more than once? say that you get a ticket where the sender has his own zipcode in the signature? will it take the last one that if finds?

Said it before but I need to repeat it: thanks for taking the time to answer my questions!
/Niklas

[reneeb]

It takes the first match...

[nickeswede]

Got it to work properly.

Heres the regex if anyone may need it in the future:
\b([1-9]\d{2}\s*\d{2})\b

Triggers on Swedish zipcodes (not starting with zero):

All the best
/Niklas