Automation Rule that Parses Through Ticket Description

Would there be a way to create an automation rule or email monitor rule that parses through ticket descriptions (email bodies) to obtain a specific number or string?

We are using an asset management platform that automatically sends emails to our monitored email address when devices are checked out to students. These emails come from a "no-reply" address, but we would like to set the requestor to the student receiving the device rather than the "no-reply". If we can parse the ID number from the email body, I am thinking that we can assign the tickets' requestor based on matching the ID number to the users' TDX username as listed in TDAdmin.

 

Thank you.

Tags username automation-rules email-monitor
Asked by Anderson Hanchett on Tue 8/23/22 4:09 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 8/23/22 4:27 PM

Hello Anderson,

Unfortunately automation rules and email monitor rules aren't able to dynamically set the Requestor in that manner.

You might be able to use ticket webhooks to connect the webhook to an external system that parses new tickets, looks into their Description field for the ID, then performs a user lookup/search against the API before PATCHing the ticket to have a new RequestorUID value.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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