ServiceNow Tickets into AutoTask

Koris365 · April 1, 2025, 3:56pm

Hi,

We have a customer that keeps emailing us from their ServiceNow instance and as their ticket doesn’t include out ticket reference it opens a new ticket.

I have found that there is always a unique reference contained in the body of the email that references that ticket only, an example is:
Ref:MSG12326339_123euP4l5kb6ZDgFeFJ

I have configured a new UDF in AT and configured Email2AT to look for this Ref and store as a variable, create a new ticket and update the UDF, all works fine.

I have also updated the rule so that it will query tickets in AutoTask for the matching UDF and update the ticket with a note, again all works fine.

I would like to narrow down the rule so that its looking for the reference in the body that starts with MSG and with a predefined set of characters so that it just doesn’t pickup anything else where Ref: is referenced.

In the Regex101 tool, this works fine and matches but when I add this to Email2AT it doesn’t like it, any idea whats wrong with it please:
(?MSG[0-9]{8}_\w{19}?)

Thanks

travis · April 1, 2025, 4:09pm

@Koris365 ,

It sounds like you have created a very useful workflow in MSPintegrations. Good job making Autotask talk to ServiceNow!

Can you send me a link to the RegEx101.com example that you created? When looking at it, there is a share button on the left. Please click that and send me the URL so I can see the example text that you are using and the regular expression you created. If you prefer, you can send me just the example text that you are trying to match, and I will try to build it myself in RegEx101.com.

Thanks!

Koris365 · April 2, 2025, 5:52am

HI Travis,

The link is regex101: build, test, and debug regex
The rule Link is: MSPintegrations

Thanks

travis · April 2, 2025, 11:54pm

Thanks.

Is this where you are trying to use the expression and it’s getting rejected?

If so, you will need to remove the g (global) modifier at the very end of the regular expression. You can also remove the m if you’d like, but the g will cause trouble.

Does that solve the issue?