Automatic ticket categorization

[Elena Zuecco]

Hi,

I am trying to automate the ticket categorization but getting stuck when following this article https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html#Automatingyourservicedesk-Setuparule 

I am adding a new rule > triage email request but it seems only allowing me to set the "request type" but I cannot find any field that allows me to specify the categories I want to enter based on keywords.

Any suggestion?

thanks

Elena

[Josh Steckler]

I think your question relates to this, https://jira.atlassian.com/browse/JSDSERVER-4258

regarding not being able to edit fields outside of some built in ones. This is a limitation with Jira Service Desk that has no remedy right now, outside of buying more products like scriptrunner. Please vote on that issue, and i'm sorry I don't have a better answer.