Converting Incident Description text to Catalog Item Variables

[Aaron25]

Hi Everyone,

Had a quick question to see if it is possible to convert an incident description text to specific variables on a catalog item assuming the ticket always comes in the same format.

Incident 

Description Text:

Full Name : John Smith

Preferred Name : John

Start Date: 09/12/2024

Catalog Item:

John Smith to  variable full_name

John to variable preferred_name

09/12/2024 to variable_date

Specifically looking for the dynamic text that will come after the full name, preferred name and start date and map them to the corresponding fields using an UI Action.

I have the convert to the request down, its just a matter of what to put in the script to convert the text to a variable.

Even if it shows as Preferred Name: John Smith that is fine also.

Thank You in advance

Aaron 

[Aaron25 · Accepted solution]

Thanks Everyone for the help. Was able to do this by doing the below. I added exceptions to the array as our name formats are very dynamic for some reason that we get from our onboarding team. Code might be a little messy but was able to get around 50 different test cases with it.

if (typeof window == 'undefined') {

    CreateRequestNow();

}

function CreateRequestNow() {

    var message = '';

    var sysidOfItem = 'SYSID'; // SysID of the catalog item

    var cartId = GlideGuid.generate(null);

    var cart = new Cart(cartId);

    var item = cart.addItem(sysidOfItem);

      var description = current.description;

var fullNameMatch = description.match(/Full Name:\s*([^\n]*(?:\([^\)]*\))?)(?=\s*Preferred First Name|$)/);

var fullName = fullNameMatch ? fullNameMatch[1].trim() : '';

// Extract Preferred First Name from the incident description(?!.*Full Name)

var prefNameMatch = description.match(/Preferred First Name\s*([A-Za-z]+)/);

var prefName = prefNameMatch ? prefNameMatch[1].trim() : '';

// Extract Start Date from the incident description

var startDateMatch = description.match(/Start Date:\s*((\d{1,2}\/\d{1,2}\/\d{4})|(\w+\s\d{1,2}(?:st|nd|rd|th)?,?\s\d{4}))/);

var startDate = startDateMatch ? startDateMatch[1].trim() : '';

// Extract End Date from the incident description

var endDateMatch = description.match(/End Date \(if applicable\):\s*(\d{4}\s\d{2}\s\d{2}|\[not available\])/);

var endDate = endDateMatch ? endDateMatch[1].trim() : '';

var titleMatch = description.match(/Title:\s*([\w\s,&-]+)(?=\s*Employment Type:)/);

var title = titleMatch ? titleMatch[1].trim() : '';

// Extract Employment Type from the incident description

var emptypeMatch = description.match(/Employment Type:\s*([\w\s\-\(\)\/]+)(?=\s*Work Location:)/);

var employeeType = emptypeMatch ? emptypeMatch[1].trim() : '';

// Extract Work Location from the incident description

var workLocationMatch = description.match(/Work Location:\s*([\w\s\-\&]+)(?=\s*Manager Name:)/);

var workLocation = workLocationMatch ? workLocationMatch[1].trim() : '';

// Extract Manager Name from the incident description

var managerMatch = description.match(/Manager Name:\s*([\w\s]+)(?=\s*Cost Center:)/);

var manager_name = managerMatch ? managerMatch[1].trim() : '';

// Extract Cost Center from the incident description

var costCenterMatch = description.match(/Cost Center:\s*(\d+)/);

var costCenter = costCenterMatch ? costCenterMatch[1].trim() : '';

// Set variables for the catalog item

cart.setVariable(item, 'full_name', fullName);

cart.setVariable(item, 'pref_name', prefName);

cart.setVariable(item, 'start_date', startDate);

cart.setVariable(item, 'title', title);

cart.setVariable(item, 'employment_type', employeeType);

cart.setVariable(item, 'work_location', workLocation);

cart.setVariable(item, 'manager', manager_name);

cart.setVariable(item, 'cost_center', costCenter);

cart.setVariable(item, 'description', description);

//End dates are usually blank

if (endDate && endDate !== '[not available]') {

    cart.setVariable(item, 'end_date', endDate);

}

[Brad Bowman]

To isolate each variable value you can split the incident description on ':', then you'll have an array of six members that you can trim and assign 1,3, and 5 to the respective variables in the Cart API or whatever you're using to create the Request.

var incDesArr = current.description.split(':');
var fname = incDesArr[1].trim();
var pname = incDesArr[3].trim();
var sdate = incDesArr[5].trim();

[Mani A]

parseIncidentAndUpdateCatalogItem('incident_sys_id', 'catalog_item_sys_id');

function parseIncidentAndUpdateCatalogItem(incidentSysId, catalogItemSysId) {
// Initialize variables
var fullName = '';
var preferredName = '';
var startDate = '';

var grIncident = new GlideRecord('incident');
if (grIncident.get(incidentSysId)) {

var description = grIncident.getValue('description');

// Extract values using regex
var nameMatch = description.match(/Full Name\s*:\s*(.*)/);
var preferredNameMatch = description.match(/Preferred Name\s*:\s*(.*)/);
var startDateMatch = description.match(/Start Date\s*:\s*(.*)/);

if (nameMatch) {
fullName = nameMatch[1].trim();
}
if (preferredNameMatch) {
preferredName = preferredNameMatch[1].trim();
}
if (startDateMatch) {
startDate = startDateMatch[1].trim();
}

/
gs.info('Full Name: ' + fullName);
gs.info('Preferred Name: ' + preferredName);
gs.info('Start Date: ' + startDate);

var grCatalogItem = new GlideRecord('sc_req_item');
if (grCatalogItem.get(catalogItemSysId)) {
grCatalogItem.setValue('u_full_name', fullName); // Assuming custom field 'u_full_name' exists
grCatalogItem.setValue('u_preferred_name', preferredName); // Assuming custom field 'u_preferred_name' exists
grCatalogItem.setValue('u_date', startDate); // Assuming custom field 'u_date' exists
grCatalogItem.update();
} else {
gs.error('Catalog item not found: ' + catalogItemSysId);
}
} else {
gs.error('Incident not found: ' + incidentSysId);
}
}

[Mani A · Accepted solution]

@Aaron25  please check my logic and If it works for you ..please mark it as accepted as solution

[Aaron25 · Accepted solution]

Thanks Everyone for the help. Was able to do this by doing the below. I added exceptions to the array as our name formats are very dynamic for some reason that we get from our onboarding team. Code might be a little messy but was able to get around 50 different test cases with it.

if (typeof window == 'undefined') {

    CreateRequestNow();

}

function CreateRequestNow() {

    var message = '';

    var sysidOfItem = 'SYSID'; // SysID of the catalog item

    var cartId = GlideGuid.generate(null);

    var cart = new Cart(cartId);

    var item = cart.addItem(sysidOfItem);

      var description = current.description;

var fullNameMatch = description.match(/Full Name:\s*([^\n]*(?:\([^\)]*\))?)(?=\s*Preferred First Name|$)/);

var fullName = fullNameMatch ? fullNameMatch[1].trim() : '';

// Extract Preferred First Name from the incident description(?!.*Full Name)

var prefNameMatch = description.match(/Preferred First Name\s*([A-Za-z]+)/);

var prefName = prefNameMatch ? prefNameMatch[1].trim() : '';

// Extract Start Date from the incident description

var startDateMatch = description.match(/Start Date:\s*((\d{1,2}\/\d{1,2}\/\d{4})|(\w+\s\d{1,2}(?:st|nd|rd|th)?,?\s\d{4}))/);

var startDate = startDateMatch ? startDateMatch[1].trim() : '';

// Extract End Date from the incident description

var endDateMatch = description.match(/End Date \(if applicable\):\s*(\d{4}\s\d{2}\s\d{2}|\[not available\])/);

var endDate = endDateMatch ? endDateMatch[1].trim() : '';

var titleMatch = description.match(/Title:\s*([\w\s,&-]+)(?=\s*Employment Type:)/);

var title = titleMatch ? titleMatch[1].trim() : '';

// Extract Employment Type from the incident description

var emptypeMatch = description.match(/Employment Type:\s*([\w\s\-\(\)\/]+)(?=\s*Work Location:)/);

var employeeType = emptypeMatch ? emptypeMatch[1].trim() : '';

// Extract Work Location from the incident description

var workLocationMatch = description.match(/Work Location:\s*([\w\s\-\&]+)(?=\s*Manager Name:)/);

var workLocation = workLocationMatch ? workLocationMatch[1].trim() : '';

// Extract Manager Name from the incident description

var managerMatch = description.match(/Manager Name:\s*([\w\s]+)(?=\s*Cost Center:)/);

var manager_name = managerMatch ? managerMatch[1].trim() : '';

// Extract Cost Center from the incident description

var costCenterMatch = description.match(/Cost Center:\s*(\d+)/);

var costCenter = costCenterMatch ? costCenterMatch[1].trim() : '';

// Set variables for the catalog item

cart.setVariable(item, 'full_name', fullName);

cart.setVariable(item, 'pref_name', prefName);

cart.setVariable(item, 'start_date', startDate);

cart.setVariable(item, 'title', title);

cart.setVariable(item, 'employment_type', employeeType);

cart.setVariable(item, 'work_location', workLocation);

cart.setVariable(item, 'manager', manager_name);

cart.setVariable(item, 'cost_center', costCenter);

cart.setVariable(item, 'description', description);

//End dates are usually blank

if (endDate && endDate !== '[not available]') {

    cart.setVariable(item, 'end_date', endDate);

}