Date and time in body (Postmaster)

[tiffany]

Hi All,

Can someone help to figure out how can I capture the date and time that is attached inside the email body? and saved it into the dynamic field.

This is the body of email that my otrs can receive,

ITN : 000000
Store : 231_One World Square
Issue : 1 ACU near register area is leaking and 1 ACU censor not working at the couch area
Priority : EMERGENCY
Time Stamp: 2015-12-09 20:28:00

How can I can capture the date and time inside the "time stamp" and save it to my dynamic field named "Response time"?

[crythias]

how far off from the email's information would be the time of creation of the ticket/article?

But if you must, you might attempt a regex.

[tiffany]

how far off from the email's information would be the time of creation of the ticket/article?
But if you must, you might attempt a regex.

some of our customer really takes time, day/s, or even a week to respond on a ticket.

How do I do that in postmaster filter? or in regex? how save the time from the "Time Stamp" to dynamic field "Response Time" automatically?

Thank you

[crythias]

some of our customer really takes time, day/s, or even a week to respond on a ticket.

I get that, but as far as the time stamp that you're siphoning from the ticket, what is the delta between what is displayed on the timestamp that you're siphoning and the time it arrives at your OTRS implementation?

Are you saying that the ticket information is manually being forwarded from the generator of the timestamp to your ticketing system? Why?

[tiffany]

Ooh sorry my bad. Anyway I will rephrase my question, how can I capture the date and time of email arrival to my otrs and saved it to my dynamic field response time?

[crythias]

I know what you're asking. What I'm asking is why do you want to repeat a value in another field? As in, if the difference in time between the timestamp you want in "Response Time" and the receipt of the ticket is negligible, the datetimestamp of receipt of the ticket *is* the value of "Response Time". Which means you don't really have to scrape the body for it. Unless it's a random offset from when it's sent to when it's received, then sure, but of what value is that?
And if it's a constant delta offset (it triggers an EMERGENCY and waits 2 hours to send to your ticket system...) that might be a valid case to scrape. But still, the ticket create time should be close to identical to what you're scraping from the body.