Extract date from subject and pass it to a custom field

Hey karankuwarbidxb

You may be able to use a trigger and webhook to update a ticket date field using some Liquid Markup like the below:

{% assign parts = ticket.title | split: "//" %}
{% assign date_parts = parts[2] | strip | split: "-" %}
{% assign formatted_date = date_parts[2] | append: "-" | append: date_parts[0] | append: "-" | append: date_parts[1] %}
{{formatted_date}}

I haven't tested the above, but if your subject line always follows the structure you indicated and that date format, it should be able to output the date format that a ticket date-type field accepts "YYYY-MM-DD".

Thanks Jacob the Moderator. This liquid markup gives me the date output that i'd want.

I have a custom date field called "booking-date' where I want to fill this data.  Can you help me with the final step of appending the date in this date field.

Hey karankuwarbidxb

If you don't already have a webhook set up, you can follow steps 1 and 2 in this article: https://support.zendesk.com/hc/en-us/community/posts/5721747041434-Prevent-Thank-you-replies-from-reopening-tickets

When setting the URL, the article 👆 says to use "https://domain.zendesk.com/api/v2/tickets/update_many.json?ids={{ticket.id}}", but you could use "https://domain.zendesk.com/api/v2/tickets/{{ticket.id}}" for this use case.

For your trigger, I would use the ticket is created condition, along with other conditions to make sure that it only fires for the relevant tickets you want to do this for.
While testing, you may also want a condition in there where "current user" is you, so it only fires for your test tickets.

In the Action section, select Notify Webhook and select the webhook you have created for this.

Please find the ID for the date field you want to fill out in the example mine is 19626217318541, update the ID in the below payload for yours.

{
    "ticket": {
        "custom_fields": [
            {
                "id": 19626217318541,
                "value": "{% assign parts = ticket.title | split: "//" %}{% assign date_parts = parts[2] | strip | split: "-" %}{% assign formatted_date = date_parts[2] | append: "-" | append: date_parts[0] | append: "-" | append: date_parts[1] %}{{formatted_date}}"
            }
        ]
    }
}

You can find a field's ID in your admin center: Objects and rules > Tickets > Fields.

I hope that helps you out.

I have a perhaps much simpler question related to this that I suspect will help many other people. What if we wanted to not assign a date value per se, but just a string immediately before/after a delimiter (say ‘|’). Ideally, I would like to be able to populate two custom fields one with the ‘ABC’ value and another with the ‘123’ value, but If I could get the syntax for just populating ‘ABC’ to a custom field that would be very helpful. Below is a sample subject and part of the code.

Thanks.

Subject - Onboarding Request ABC|123

{
   "ticket": {
       "custom_fields": [
           {
               "id": 19626217318541,
               "value": "{% assign parts = ticket.title | split: "|" %}<NEED TO KNOW WHAT GOES HERE TO ASSIGN VALUE ABC>"
           }
       ]
   }
}

Hi Jacob the Moderator and Alan Peterson, 

Was there ever any resolution to this as I have the same exact use case and would love to be able to automate this. 

Subject - Onboarding Request ABC|123

{
   "ticket": {
       "custom_fields": [
           {
               "id": 19626217318541,
               "value": "{% assign parts = ticket.title | split: "|" %}<NEED TO KNOW WHAT GOES HERE TO ASSIGN VALUE ABC>"
           }
       ]
   }
}

Thanks!

Rich

Sadly not Rich Herbert .

Hi Alan Peterson and Rich Herbert 

I have not tested this, but using liquid markup to parse the subject line text should allow you to extract the two values you want and update the text fields with them.

For a subject line “Onboarding Request ABC|123”, the below webhook payload should extract the “ABC”  value and set it to the field with the ID 19626217318ABC, and for “123” set it on the field with ID 19626217318123.

{
    "ticket": {
        "custom_fields": [
            {
                "id": 19626217318ABC,
                "value": "{% assign parts = ticket.title | split: '|' %}{% assign value1 = parts[0] | split: ' ' | last %}{{ value1 }}"
            },
            {
                "id": 19626217318123,
                "value": "{% assign parts = ticket.title | split: '|' %}{% assign value2 = parts[1] | strip %}{{ value2 }}"
            }
        ]
    }
}

Amazing! Thank you Jacob the Moderator  and Alan Peterson.  Very helpful!!

One quick follow up, if i wanted to extract an 8-digit number from the subject line (which is really exactly my use case), could I use this? how would it be different? Any help is greatly appreciated! 

Thank you!