Get Item from Email Body Help

[Anonymous]

Hi all,

I have setup different trackers using Flow and Excel to track when certain emails come through, to gather the subject and use that data to pass along to an Excel sheet.

I currently have a task of setting up a different tracker but this time I need to get a particular item that has a specific line of text.

Scenario: Service Now Virtual Agent will assign tickets containing the following info:

Date: 2020-10-05 18:02:15 GMT
Number: INC#######
Priority: 5 - ()
Requested by: ()
Requested for: ()
Affected Region:
Short Description: Test
Description: fc1da7ec-1681-4751-807f-c8d047d78029

I currently have a tracker to gather the description from normal tickets which someone opens and it gathers the description however the ones from the Virtual Agent come in with that line of text in red.

I would like to track all tickets that come through the Virtual Agent but cannot figure out how to separate these from a normal ticket that is opened and has a legitimate description. Example of a human generated ticket: Description: User cannot log in.

How can I make a flow Identify when the the Description is a string of alpha numerical characters as shown above rather than a human ticket which would have a description consisting of words?

The alpha numeric string will always change. The Description may have more text but the first line will always be that alpha numeric string.

Example of a human ticket:

Virtual Agent Ticket:

[Amanthaper]

Hi,

Does that Alpha string from Virtual Agent always follow the format you've shown and does this string always appear first in the description like in your sample in red below? If so, you can actually create a map which checks for the string pattern using functions and can do any routing or separating using a conditional action.

I can set up a sample for you if you'd like.

[Anonymous]

Hi @Amanthaper ,

Yes, it will always appear in that forma. So 8numbers-4numbers-4numbers-4numbers-12numbers.

Yes, it will always appear first, after the text "Description: "

However it might not always be on the 8th line of the email body. Rarely (but it has happened) the short description (which starts on line 7) may be long enough to need to break into a new line, taking up line 8 of the body. When this happens, "Description: " is of course pushed down to line 9. Not sure if that matters but just thought I would throw that out there.

Thanks again!

Edit, yes please, If you may setup an example that would be great.

[Amanthaper]

Here's something that may work.

This method looks for the 4 '-' placed explicitly in the location of the Alpha code based on it's convention which would reasonably confirm that an Alphastring exists in that specific description location.

Use this function: substring(variables('testdata'),add(lastindexOf(variables('testdata'),'Description:'), 21),1)

Swap my variable reference with your your email reference.

Test Results

The 4 expressions in the condition action are (in top-down order shown)

1)  substring(variables('testdata'),add(lastindexOf(variables('testdata'),'Description:'), 21),1)

2)  substring(variables('testdata'),add(lastindexOf(variables('testdata'),'Description:'), 26),1)

3)  substring(variables('testdata'),add(lastindexOf(variables('testdata'),'Description:'), 31),1)

4)  substring(variables('testdata'),add(lastindexOf(variables('testdata'),'Description:'), 36),1)

These look for each instance of the 4 '-'s in the Alpha string.

It should work as long as there are only 2 instances of "description" in the email regardless of which line they start.

Hope this helps,

Aman

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[Anonymous]

Hi @Amanthaper 

I received an email indicating you replied but the post is now gone? 😞

I currently have:

When a New Email Arrives (V3)

Initialize Variable: Name "Subject" / Type "String"
Compose: split(triggerBody()?['Subject'],'incident')           #This gets me the Incident Number that always comes in the Subject
Condition: Body --> Contains Fx= "

substring(variables('testdata'),add(lastindexOf(variables('testdata'),'Description:'), 21),1)


But this doesn't work.

In fact I don't need to get whatever the alpha numeric string is. I just need to use it as a condition.

So if the body contains that alpha numeric string = TRUE, run the flow and paste new ticket into Excel.

Here is an image representing what I currently have.

I have highlighted the condition I need with that alpha numeric string.

Only if the email contains that string after "Description: " will it run



Here is the error I get: 

Flow save failed with code 'InvalidVariableOperation' and message 'The inputs of workflow run action 'Condition_2' of type 'If' are not valid. The variable 'testdata' must be initialized before it can be used inside action 'Condition_2'.'.

[VictorIvanidze]

Hi @Anonymous,

where did you initialize the variable "testdata"?

substring(variables('testdata'),add(lastindexOf(variables('testdata'),'Description:'), 21),1)

[Amanthaper]

@Anonymous 

I used a variable to show how the function works. You don't need to use or reference it in your expressions.

Please see the copy of your flow below and successful tests of your email scenarios.

You want to change the expressions in your flow to the following. Change variables('testdata') to
triggerOutputs()?['body/body'] like this:

substring(triggerOutputs()?['body/body'],add(lastindexOf(triggerOutputs()?['body/body'],'Description:'), 21),1)

substring(triggerOutputs()?['body/body'],add(lastindexOf(triggerOutputs()?['body/body'],'Description:'), 26),1)

substring(triggerOutputs()?['body/body'],add(lastindexOf(triggerOutputs()?['body/body'],'Description:'), 31),1)

substring(triggerOutputs()?['body/body'],add(lastindexOf(triggerOutputs()?['body/body'],'Description:'), 36),1)

Flow

Test Results

[Anonymous]

@Amanthaper Thanks for breaking it down. This is exactly what I was looking for.

Can you just confirm what function is under the compose portion right after (when a new email arrives)?

I was able to set up the rest but am missing understanding of what that compose function string says.

Thanks again!

[Amanthaper]

Hi @Anonymous ,

That was the split you mentioned you were doing in a previous post to get the Incident Number. I added it to get the Incident Number for the email subject (needs cleaning up).

Cheers,

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If my post helps you with your problem or answers your question, please mark it Solved or Answered. This helps anyone with similar challenges. If you like my response, please give it a Thumbs Up.
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[Amanthaper]

@Anonymousdid this work out for you?