Auto creating contact from ticket logged by external email

[Lee C]

Hi,

Has anyone managed to do this?

I have tickets being auto created from an email and the external staff have no contact record, i can see in the workflow how to add a new contact into Hornbill, what i cannot see is how to make it pull the first name, last name, email address value so the record creates?

It's due to the format how the information displays on a ticket when converted from email, will i just have to manually create the contacts?

 

[Steve Giller]

Get Request Information -> Source Email Details and Regex should be able to gather what you need here.

[Lee C]

Thanks Steve, is there any documentation how to use regex? not familiar with what the expression would be to search for the first name last name for example trying to pull Steve Smith out of a signature to use for the contact first name last name

[James Ainsworth]

Hi @Lee C

We don't document how to use RegEx as it is external to hornbill.  However, there are some great resources on the Internet.  Below are two that I commonly use.  

https://regex.ai/
https://regex101.com/

On the regex.ai site, just clear the fields and on the left enter your string of text and highlight the word that you want the regex to locate.  At the bottom you will get a few options to choose from.  I will then sometimes validate this on the regex101 site.

[Lee C]

11 hours ago, James Ainsworth said:

Hi @Lee C

We don't document how to use RegEx as it is external to hornbill.  However, there are some great resources on the Internet.  Below are two that I commonly use.  

https://regex.ai/
https://regex101.com/

On the regex.ai site, just clear the fields and on the left enter your string of text and highlight the word that you want the regex to locate.  At the bottom you will get a few options to choose from.  I will then sometimes validate this on the regex101 site.

Awesome, thanks so much @James Ainsworth

However when using regex.ai entering the text highlighting certain words when i press run just constantly comes up something went wrong

even if i copy one of the examples thats on the site and press run it still errors something went wrong, does it often do this?

[Steve Giller]

@Lee C I'm seeing the same thing there, but you'd have to contact regex.ai about that. Our developers are very good but unfortunately they can't fix other companies' websites.

I'd also suggest searching for "regex tutorial" and then seeing what kind of resources look suitable for you.

[Lee C]

Thanks Steve

I can see how it works now, in the hornbill flow i am at the stage where i am setting the node to create a contact, i can get it to pickup the from address for email

i have 2 regex nodes now one to pull first name and one to pull 2nd name out of the from address address however i can only see the surname result node like this, why cant i see the first name result node?

im just a bit lost how to configure the nodes for first name and surname to create the contact, i have a feeling i have set this up wrong!

the test i am doing has 4 matches that look like a first name but they are not all first names, its picking up hello as a first name so not sure how to configure the flow to pull out the legit first name.

Does anyone have an example or a test flow they could share that pulls out the first name and surname so i can use it to create a contact?

[Steve Giller]

Without seeing the config I cannot be certain, but the most likely reason is that the "ResultRef" parameter for both "Pickup first name" and "Pickup surname" nodes is the same, making the second node overwrite the first.