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Customize child case field in automation

skuo

I have an automation that creates a new/child ticket based on a status transition. I'd like to concatenate a hardcoded string and the triggering case summary field together. However, the options available don't seem to support that. I'm wondering if there's a work around.

Ex:

Triggering ticket summary is: Test A

New ticket summary should be: Discovery - Test A

Accepted answers

Bill Sheboy

Hi @skuo

Please try this to concatenate the values:

Discovery  - {{triggerIssue.summary}}

Kind regards,
Bill

All comments

A A Ron Geister _Trundl_

@skuo

Can you get me a screen shot of the automation?

In the mean time I did find this article that was in the community that mentions concatenate of summary. They talk about approvers field in here but you should be able to use "Smart Values" and other fields to help achieve this.

Once I see the automation I might be able to help more. I am visual person so this might help me see where I would insert the smart values.

I hope this helps find an answer.

Respectfully,

Aaron

skuo

Screenshot 2023-10-12 at 9.56.52 AM.png

Bill Sheboy

Hi @skuo

Please try this to concatenate the values:

Discovery  - {{triggerIssue.summary}}

Kind regards,
Bill

skuo

That worked perfectly. Thanks, Bill!

A A Ron Geister _Trundl_

In the summary field you can use the Discovery - {{smart-value}} which could pull the data from a custom field or calculation etc.

Do you have a field that would be able to use for the data to concatenate a hard coded string from?

I also believe you can use a string value from a smart value and have it calculate to go up if you wanted to use a Discovery - 1, next issue > Discovery - 2 etc. You could use the key of the issue to make sure the number string goes up.

Look in the list of smart values that I shared with you and that should get you the answer. I am looking to see if I can use a smart value formula to share with you in the mean time.