extracting from the comment to fill custom field

Mike Espitia April 5, 2024

Hello I would like to know if there is a way to extract phrases or words that show up in the comment to fill a custom field. 

The comment will have 

Sub-category: (info needed)

Item: (info needed)

to fill custom field category I sub-category. this field is a cascading field?

1 answer

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Walter Buggenhout
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April 6, 2024

Hi @Mike Espitia,

What problem are you trying to solve here? And how are you making sure that the information that you plan to collect through comments to an issue is consistent?

This may be theoretically possible, but you can imagine that this is going to be complex and very much error prone, right? If you want to capture data in a structured way, it would be best if you capture it that way right from the start. 

Mike Espitia April 8, 2024

Hello Walter, 

Yes what we are trying to obtain is the following. 

From FreshService we currently capture the following classification:

Category. (In Jira we have this are our ticket type in our custom field). This is already been capture by creating an automation that will look at the issue type (Store, task, bug, ect..)

The Sub-category & Item we would need to pass to the custom field Category I Sub Category (since we have not been able to pass that information directly from Freshservice, we include that on the first comment of the issue created in Jira.) We would need to use regex to pull the information from the comment to update the custom field.


Thank you 



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