Darshan Hiranandani : How Can I Set Up an Automation to Add a Specific Label for a Canned Response?

[Darshan Hiranandani]

Hi everyone,

I am Darshan Hiranandani, trying to set up an automation to add a specific label whenever a certain canned response is used. For example, when the response "Please contact our Fraud Department" is selected, I want a label named "fraud" to be applied to the inquiry. This would help in generating reports with quantitative data on the types of inquiries.

I attempted to use the AI automation feature to do this, but the result only attached a generic "canned response" label, rather than the specific one I needed.

Is what I am trying to do possible? If so, can anyone provide guidance on how to set this up properly?

Any suggestions would be greatly appreciated!
Regards

Darshan Hiranandani

[Trudy Claspill · Accepted solution]

Hello @Darshan Hiranandani 

Your question is almost identical to a post made two days ago by another community member. Please refer to the responses added to it.

https://community.atlassian.com/t5/Jira-Service-Management/I-m-trying-to-create-automations-to-add-a-specific-label-when/qaq-p/2903444