I'm trying to create automations to add a specific label when using a specific canned response

[Arlene OConnor]

So I attempted to do this with the AI feature that assists in creating automations but the results weren't what I was attempting.   Essentially what I'm trying to do is that when a specific canned response is used "Please contact our Fraud Department" for example, a label named "fraud" is attached when the response is sent.   This way, quantitative information about the types of inquiries can be created in a report.   However, the AI only came back with was to attach a label named "canned response" when any response was used.  

I don't know if what I'm attempting is even possible but I thought I would inquire.

[Chris Rainey]

Hi Arlene,

Is something like this what you're looking for? This automation would run whenever a comment is made and would check to see that the body of the comment contains the specific text in the canned response (I would test adding all of the text from the canned response into the second step) and then it would apply a label to the Jira issue.

[Arlene OConnor]

That's very similar to what the AI provided, the problem is our canned responses can carry some of the same phrasing so I'm worried it will not register correctly with the automation.  I'll give it a shot with this information and see if I can't tweak it to what I need.  Thank you!

[Chris Rainey]

Ah yes, if there are similar canned responses, that could be a problem. I do wonder how testing with the full, exact canned response in the condition step in the automation would work out. 

Another suggestion I just thought about would be to forego using a canned response and modify the automation to trigger manually. Then, add an action step that adds the desired comment and adds the label. So, the canned response would instead be an automation. 

[Joseph Chung Yin]

@Arlene OConnor -

To supplement what @Chris Rainey suggested, you can also use the smart value of {{issue.comments.last.body}} to conduct your comparison condition for the key word.

In addition, you can also add an additional condition check to see if the issue comment is Public or Internal using this smart value {{comment.internal}}.  This value check returns true or false.  We use this one when we only want to check against issue comments that are internal only.

Lastly, you should also add another condition to check the issue's Labels field contained the value that you wanted to populate.  So if it already have your specified value, then the rule will not execute the edit issue action.

Hope this also helps.

Best, Joseph Chung Yin

[Arlene OConnor]

Thank you, I will incorporate your suggestions when I try this again.  The internal/external condition is already something a part of the automations currently to prevent customers from seeing comments that aren't relevant to their issue.

[Joseph Chung Yin]

@Arlene OConnor -

The check of internal/external condition simply instruct the rule if it should continue or not to conduct the action or not.  It doesn't change/control the behavior where the customers from seeing comments that aren't relevant to their issues.

Best, Joseph