Hi,

Is it possible to read an email body to extract specific parts to use as the basis of a ticket. We have a couple of systems that send emails in a relatively structured format:

System1 email:

What happened: Your installed certificate TrustedPrivate2iPad will expire in 5 days

Where it happened: PC12345

User associated with device: Joe Bloggs

How severe it is: High

System2 email:

Title: Suspicious URL clicked

Severity: High (this system has traffic light system before the text, so this is 3 red squares which can be ignored)

Detection time: January 1, 1900 00:00 UTC

Device name: PC67890

So what we would like to achieve is a ticket that picks out the text after the 'field' titles:

Ticket Title field:

Your installed certificate TrustedPrivate2iPad will expire in 5 days

Suspicious URL clicked

Ticket Date/Time field:

System1 doesn't contain this value so we would fall back to the email Date Received value

January 1, 1900 00:00 UTC

Ticket Device field:

PC12345

PC67890

Ticket Severity field:

High

Medium

Low

Ticket Affected User field:

Joe Bloggs

System2 doesn't contain this value so we would fall back to something like a 'Not specified' value

Ticket Respond By and Due By fields:

Will be determined based on Severity, e.g.:

High could be 4hr Respond By, 12hr Due By

Think this covers the bases for now, but also interested to see what others are doing generally.

Thanks very much