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Custom ticket rule to get substring of HD_TICKET.TITLE

So, my title of my custom onboarding queue ticket contains the following

New Employee Enrollment * Testor Altestorosa * 2-23-2022

With the new employee name between the "*" characters, in this case "Testor Altestorosa"


I want to select only the user name from this title, into a variable that I can then have CTR automatically fill a custom field with the informaiton...


So far I have this as a select


SELECT HD_TICKET.*,

 HD_TICKET.TITLE,  -- $title 

SUBSTRING_INDEX(TITLE, "*", -2) as Result,

    'My-Emailaddress.com' AS NEWTICKETEMAIL -- $newticketemail 

FROM HD_TICKET

    WHERE

HD_TICKET.HD_QUEUE_ID = 22


and I have an e-mail set to send info to NEWTICKETEMAIL with the variable $result


and the result in my e-mail was "Testor Altestorosa * 2-23-2022"


so my question is how can I do this to remove the info starting with the 2nd "*" ???


any suggestions are much appreciated!


thanks

J


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Answers (1)

Answer Summary:
Posted by: IgorAngelini 3 months ago
Second Degree Blue Belt
0

Top Answer

Try:

SUBSTRING_INDEX(SUBSTRING_INDEX(TITLE, "*", 2), "* ", -1) as Result


Comments:
  • I was just posting an update..

    I got it to work with

    SUBSTRING_INDEX(SUBSTRING_INDEX(TITLE, "*", -2), "*", 1) as Result,

    took a bit of testing to get it to work..

    Now I have another issue.. I want to use that "Result" to insert the info into a Custom Field...

    In my Update SQL I have

    update
    HD_TICKET

    Set
    HD_TICKET.CUSTOM_FIELD_VALUE43 = $result
    where
    HD_TICKET.ID = <TICKET_IDS>

    and the field gets updated however the data in the field is "$result" not the actual text in the $result

    I also tried with =Result and get an error "[1054: Unknown column 'Result' in 'field list']"

    Is this even possible??

    I feel it is Soooo close..

    Thanks once again for any suggestions

    J - jct134 3 months ago
  • I just figured out that I can do the substring during the update: (now I need to configure so it only happens upon creation and only 1 time) if that is possible?
    update
    HD_TICKET

    Set
    HD_TICKET.CUSTOM_FIELD_VALUE43 = SUBSTRING_INDEX(SUBSTRING_INDEX(TITLE, "*", -2), "*", 1)
    where
    HD_TICKET.ID = <TICKET_IDS> - jct134 3 months ago
 
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