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: [email protected]
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
[email protected]
