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Set Product Category on ticket creation

paul_creedy

I have a need to set the Product Category and sub category on the creation of a tick through automation.

The general process is "If ticket is {some condition} then set some fields"

I'm already doing this successfully in some circumstances but I also need to set the Product category and sub category field values.

Those files are missing from the automation pick list so I'm hoping I can set it using the Advance json option below it. However I have no clue how to do this?

If it's possible could someone tell me what JSON I need to use to set the Product Category and Product sub category field please?

Many thanks.

Accepted answers

Samuel Gatica _ServiceRocket_

Hi @paul_creedy

Does the Product Category field is a Casacade type?

Best regards

Sam

All comments

Samuel Gatica _ServiceRocket_

Hi @paul_creedy

Does the Product Category field is a Casacade type?

Best regards

Sam

paul_creedy

Yes, it's a two level cascade where the second option changes depending on what you previously selected.

However in the case of automation I know exactly what those two items will be in each case.

I'm looking for keywords in the ticket to set the product category in some common scenarios such as emails from our monitoring systems.

I'm already doing this for affected services/components etc but can't do it with Product category.

Paul

Samuel Gatica _ServiceRocket_

HI @paul_creedy

Try using the following in the "Additional fields" section of the Edit action.

{
"fields": {
"Field_Name" : { "value": "Parent_Value", "child": { "value" : "Child_Value"} }
}
}

Best regards

Sam

paul_creedy

Thank you. I'll give that a try.

Many thanks

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