Automation Help - Assign based on subject

Scott Anderson_nkqvk9

I'm new to automation and having trouble figuring this out. Here is what I want to have happen:

I have email requests turned on, by default to get a label "ATS" and assigned to a generic request type. 

Now, in addition, I want and email to come in, and when it has a specific subject line, "DBS Request" for example, I want to assign it as a specific request type and change the label.

I can't seem to figure out the right way to do to this. The ticket comes in, but it still have the original label, plus the new. I just want the new. 

Cody Stevens

Hey @Scott Anderson,

 

Sounds like the only part you are having issues with is the label being cleared and then the new one being added? If that is correct all you need to do is in the automation add the following actions

 

• Edit Issue - Labels - Leave this blank
• Edit Issue - Labels - Add the label you are wanting to be on the ticket

The first label edit will clear the field since its blank and the second will add the new label. 

 

I hope this helps! If it does, please mark it as accepted!