liquid filter to extract information from an email body into fields

Hi @JTAVOLARO - stress no more I have the goods to share with you!

I will post here shortly my automation which pulls the formatted text off tickets that are being emailed to our FS - then the auto takes that extracted text and puts it into a few custom fields.

Some of the canned fields (Set Status as {{expression}} ) can also accept that extracted text - some cannot - the Company field and Requester field are not an option through the Automation Workflow

substring( '{{ticket.description}}', indexOf( '{{ticket.description}}','#req',0)+5,

→ this says to locate the 1st occurrence of   #req  then count forward by 5 chars

indexOf('{{ticket.description}}','.com',indexOf('{{ticket.description}}','#req',0)+5) +4)

Actually IDEK what on earth they were trying to do there.

What I would recommend is to break into 3 separate Expression nodes - 1 for each bit of extracted data

#1 Name

Add an Expression Node in your workflow

This code will extract whatever follows,    Name :     up to the 1st occurrence of SamAccountName.

Pls note the numeric value i.e. 7 must include the spaces Name_:_  which is where the 7 comes from - so whatever text you tell the substring to look for, count all those characters. 

Tested with sample and works as you can see below.

substring('{{ticket.description}}', (indexOf('{{ticket.description}}','Name : ', 0)+7), indexOf('{{ticket.description}}','SamAccountName',0))

Step 2: Create Action Node to assign the Expression Result to the field of your choice

Step 3:  Click Result

It should look like this

I’m jumping up and down…. you rock, Bryn, THANK YOU!

So, I was able to write the extraction p[ieces just fine thanks to your excellent writeup…. But for Actions, I do not have “set error value” as an option.

I’m thinking I need to do a web request to update fields?  For that matter, I need to add some fields as well.

In any case, you’ve given me a heck of a launch, and I am grateful!

ah… so then I need to have the custom fields in the ticket form first….

I’m thinking then that I should make a service request form with my fields, and do an API PUT to launch a service request where I can enter the extracted data….

So now I’m faced with a challenge on how to 

• change the emailed ticket from an incident to a service request, and add a requested item to the service request with custom fields
  • OR
• add custom fields on the fly to the incident

AND THEN

• paste the extracted details into custom fields

Is this a webhook? an API? Do I need an orchestrator?

Where does one find what the endpoint of an API should be? or a callback URL?

(Why do the KB pages always have amazing examples for everything except what I’m trying to do?)

I wish I could just tell the system that when a certain type of email comes in to use a specific template

OK, I’m done crying…. are there any actual training courses out there, or is it all trial and error?

@BrynCYDEF , you have been absolutely awesome, and I thank you deeply.

After some more tinkering and reading through outdated support articles, after using Bryn’s extraction techniques I have a Web Request PUT API call to https://xxxxxx.freshservice.com/api/v2/tickets/{{ticket.id_numeric}} with the following in the Body

{   "email": "jtavolaro@xxxxx.com",   "subject": "Employee Termination: {{E1.result}} {{E2.result}} {{E3.result}}",   "status": 6,   "group_id": 21000044746 }

Testing the web request through the workflow editor, it works wonderfully… but a live test gives me an error that it’s not valid JSON.  

Argh… SOOOO CLOSE!