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Extract specific text value from threads private note

Received Response
edited Aug 11, 2021 6:25AM in Agent Desktop 1 comment


Hi all,

I have a field in report that needs to display specific text value from the private note (please see attached). Here is the private note structure: 

----------------------------------------------private note start----------------------------------------
Internal Request
AH ID: id
Topic: some value
Field 1: some value
Field 2: some value
Field ..some value

Additional Details: this is the text that needs to extracted and shown in a report field
----------------------------------------------private note end----------------------------------------
The Additional Details always comes in the end of the private note. 
I tried to use the following expression which did not work: 
if(threads.entered = min(threads.entered) & threads.acct_id = 12345, substr(threads.note, instr(to_char(threads.note), 'Additional Details:') + 19))

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