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Smart Value Extract part from comment

KLINGER Servicedesk

Dear community,

How can I create a variable as part of an automation with T20250611.0010 from a comment like this:

Der Status Ihres Tickets hat sich geändert auf: Zugewiesen

Gerne können Sie den Verlauf Ihres Tickets in unserer Kundenzone auch selbst überprüfen. Klicken Sie schnell und einfach auf folgenden Link, um direkt auf die Kundenzone zuzugreifen: T20250611.0010. Falls Sie nicht über einen Zugang zum Kundenportal verfügen, diese aber gerne nutzen würden, kontaktieren Sie uns.

Mit freundlichen Grüßen,

With {{comment.body.match("zuzugreifen:\\s*(T\\d{8}\\.\\d{4})<").get(0)}} the log is empty.

Thanks for help!

Accepted answers

Thorsten Letschert _Decadis AG_

Hey @KLINGER Servicedesk ,

Please try

{{issue.comment.body.match("(T\d{8}\.\d{4})")}}

I also had a little trouble with escaping and brackets, but this one finally returned the desired result for me, given your example comment.

Edit, since this has resolved the initial request:

The working query in this scenario (being robust against multiple entries):

{{issue.comments.last.body.match("(T\d{8}\.\d{4})")}}

Regards from Koblenz/Germany
Thorsten

All comments

Thorsten Letschert _Decadis AG_

Hey @KLINGER Servicedesk ,

Please try

{{issue.comment.body.match("(T\d{8}\.\d{4})")}}

I also had a little trouble with escaping and brackets, but this one finally returned the desired result for me, given your example comment.

Edit, since this has resolved the initial request:

The working query in this scenario (being robust against multiple entries):

{{issue.comments.last.body.match("(T\d{8}\.\d{4})")}}

Regards from Koblenz/Germany
Thorsten

KLINGER Servicedesk

Hi Thorsten,

Thanks for your input.

I created a log and its still empty. :-(

Greetings from Vienna!

Bernd

I already asked Google Gemine, Deep Seek and ChatGPT. Every answer was looking fine, but didn´t work.

Thorsten Letschert _Decadis AG_

Hey Bernd,

We might be able to narrow down your problem if I learn more about the specific usage. As you can see below, using the expression provided within an Add comment action works (even for multiple matches):

What action are you trying to use and how should the result look like?

Regards,
Thorsten

KLINGER Servicedesk

Hi Thorsten,

this email comes from our supplier. And I want to extract their ticket ID (T20250611.0015) and populate it in our Jira field "External Ticket ID". Therefore I created an automation which shall do this. I tried to access the email body directly and to create a variable with the email body. And in the automation I created logs for every step. The log for the email body is working. But whatever I do the log for the "External Ticket ID" is always empty (see attachment).

Finally I want to have our custom field "External Ticket ID" populated with the ticket ID from each email.

KLINGER Servicedesk

Technically I "Create variable" with the respective smart value (which should deliver the external ticket ID")

Anusha A

Hi @KLINGER Servicedesk

I see that two answers are accepted. Can you please provide the pending query so that I can escalate it through a support ticket for our experts to address this?

Regards,
Anusha A

KLINGER Servicedesk

Hi Anusha, this query is working:

{{issue.comments.last.body.match("(T\d{8}\.\d{4})")}}

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