Set incident caller from a regex value within an event description.

[Gavin Smith]

We have an event source where users can raise an incident via the in-room vid conferencing units and input their userid. This is included in the description.

The events are processed via the normal event processing and an incident created and assigned to the support team.

By default the incident caller is Event Management. I would like to set this to the userid which I can extract for via regex.

What/where would be the best approach to implement?

Thanks

[Jeff K1 · Accepted solution]

For the most part, we leave the caller as Event Management, but we do have a few customer requirements where we've had to change it.

The way we've done this when requested is:

• Create a subflow that calls the Incident creation subflow
• Take the returned incident id and do a lookup of the user id (we've done it with both user_id and email, depending on the customer we're working with)
• Update the caller for the incident.

[Gavin Smith]

Thanks Jeff, that's what I've done and just awaiting for the team to send some sample events so I have some test cases to work with.