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Can I fetch information from the description via automation and add to a custom field?

We have a lot of automated tickets coming in from our clients. As they are automated the structure always is the same.

It would be great if I could create an automation that fetches the information from the ticket and adds to custom fields so I can structure them in queues. Is that possible?

An example of what I want.

The ticket includes the following information:
Server-ID: XMR-23456

XMR-23456 is than added to custom field "Affected Hardware".

1 answer

0 votes

Hi @Olof Nysten 


Using advanced compare use the following regular expression.


contains regular express


Once keyword is found then you can update a custom field by the first occurrence of the keyword which you can fetch using.


This regular expression will look for XMR-12345 (5 digit number) but you can modify it as per your needs.

I hope it helps.


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