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Automatically labelling tickets in our Service Request

Emil Lindberg

Hey!

I'm trying to automatically label our tickets and I feel that i'm stuck now.
I've gotten it to work when there's just 1 label that needs to apply.*
But as soon as there are more than 1, either it doesn't or 1 of them overwrites the other ones.

Do you guys have any tips on fixing this issue?
Look at the screenshot of how it's made up
Greenshot 2022-03-23 15.29.04.png

this only a test as of now, we're planning on having more labels than 2

Thanks in advance

/Emil

Accepted answers

František Špaček _MoroSystems_

Hi Emil,

could you please also share detail of "Edit issue fields" action? It would help us to see if there is anything wrong in the edit itself.

As for my knowledge automation sometimes works in strange ways and it is better to use the advanced mode for some use-cases.

Have a nice day!

All comments

Jack Brickey

Hi @Emil Lindberg , welcome to the Community! Be sure to choose the add/remove option when editing the field.

František Špaček _MoroSystems_

Hi Emil,

could you please also share detail of "Edit issue fields" action? It would help us to see if there is anything wrong in the edit itself.

As for my knowledge automation sometimes works in strange ways and it is better to use the advanced mode for some use-cases.

Have a nice day!

Emil Lindberg

Hey!

it looks something like this as of now, this is probably totally wrong

appreciate the quick response to my ticket!

Emil Lindberg

Hey Jack!

Oh okay, I think I missed that there's a little menu there.

So if i understand it correctly I would only use the "add" column?
Or am i thinking in the wrong pattern?

Kind regards!

František Špaček _MoroSystems_

@Emil Lindberg- if you hit three dots, do you have "Set Value" or "Add/remove"? I would suggest to try "Add/remove" if you specify more than one label in the box next to it.

But single value "O365" should work with both "Set" and "Add/remove". Does it work for these use-cases?

Try it and let me know.

Emil Lindberg

Hey @František Špaček _MoroSystems_

thanks for the tip, and yes it does work for the "upper" label.

But it still doesn't recognize the "systems.salesforce" label under it.

Now it only labels it as O365 even though the "issue.fields/systems.outlook" is not engaged so to say.

Might be quite unclear in my explanation, hope you understand what i'm after

Kind regards

Jack Brickey

Correct

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