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Automation to update field based on match text in internal comment

Refrez

Hi,

I want the automation to update custom field (text) based on the match text in the internal comment

So for example i have custom field "Number"

When Agent write internal comment that contain word "priority" and number X
is it possible to capture the number and update the field ?

Example of the internal comment:
priority 456

then automation update the value of the custom field "Number" with "456"

Thank you

Accepted answers

Alex Koxaras -Relational-

Hi @Refrez and welcome to the community,

You can use smart values to get the comment body, and check if it contains the word priority. And after that you can say to the automation, again with smart values, to get the rest of the string, meaning " 456". And then you have to trim it and place this on the field that you want.