Auto set product category based on ticket content with automation

Question

Hi

I'm looking to automate the selection of the Product category drop down boxes (both layers) based on the content or source of a ticket.

I find there are some tickets which are always a specific category based on some context within the ticket, such as source, subject etc.

Which I can find an IF for the trigger, I can't find an action available to set the product category.

Is there a way of doing this?

Thanks

paul_creedy · Answer

Hi Jack

I use the product and operational drop downs to classify our tickets into categories, from which we then product metrics/reports about those tickets.

There are circumstances where the category is going to be predictable and always the same for some tickets.

To reduce human error and clicks I'd like to automate it where it can be automated.

For example, we have a third-party product that alerts us to hardware issues and sends specifically formatted tickets into the help desk and create a ticket.

Therefore, On Created Ticket event, IF the source email is from xxxxx AND the subject line Contains xxxxx THEN SET the Product Category drop down to xxxxx.

This is something we used to do in another helpdesk we've just come from very easily and it was a big timesaver and reduced human error due to the ticket being pre-classified based on criteria from the ticket.

Best wishes

Paul

Jack Brickey · Answer

Hi @paul_creedy ,

I assume you mean the below Product Categorization? Assuming so that is not exposed in Automation to my knowledge. You mention you can find IF for trigger? What are you referring to? Are you saying there is a trigger for Product category?

The other thing that seems a bit off here is that you are trying to use automation to change your drop-down selection? This confuses me a given that automation happens at the end of sum event. Automation does not make dynamic changes to selection options.