In our instance we extract information from email headers on ticket create. Our template looks something like:
RTcustomfieldname1|X-header-name-1|.* RTcustomfieldname2|X-header-name-2|.* RTcustomfieldname3|X-header-name-3|.* I can see what you're trying to do with your template, but unfortunately don't have enough experience to know how to help further. On Tue, Dec 22, 2015 at 1:16 PM, Marcelo Calado | TBS TAX Services < mcal...@tbstaxservices.com> wrote: > > > Hi There! > > I am having trouble with RT-Extension Extract Custom Field. > > > > Anyone ever done this before and can help? A quick help will be > appreciated as we are missing critical requests > > > > > > Thank you. > > > > My template: > > > > EIN|Body|EIN:\s*(\w+) > > Address|Body|Address:\s*(\w+) > > Cell Phone|Body|Cell Phone:\s*(\w+) > > City|Body|City:\s*(\w+) > > First Name|Body|First Name:\s*(\w+) > > Last Name|Body|Last Name:\s*(\w+) > > > > My body: > > Ein:20-999-745 > Address: 100, High Street > Cell Phone:3809 > City:Stoughton > First Name:Marcelo > Last Name:Calado > > > > Into my logs: > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) > added: 1324 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) > added: 1324 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) > added: 1325 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) > added: 1325 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell > Phone,3809) added: 1326 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell > Phone,3809) added: 1326 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue > (City,Stoughton) added: 1327 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue > (City,Stoughton) added: 1327 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First > Name,Marcelo) added: 1328 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First > Name,Marcelo) added: 1328 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last > Name,Calado) added: 1329 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last > Name,Calado) added: 1329 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] Ticket 347 created in queue > 'TaxOnline' by mcalado > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] Failed command 'address: 100, > High Street'#012Error message: Command 'address' is unknown#012#012Failed > command 'ein: 20-999-745'#012Error message: Command 'ein' is unknown > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] Extended mailgate error: > Failed command 'address: 100, High Street'#012Error message: Command > 'address' is unknown#012#012Failed command 'ein: 20-999-745'#012Error > message: Command 'ein' is unknown > > > > > > > -- tony.palom...@reed.edu Director, Computer User Services Reed College 503-788-6622