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Updating an Issue field with value from Insight

Hi there,

I thought this would be a simple one.

I have an automation that looks for a value on an issue.

If the Service Request = Accounts then I need to update the responsible team (insight custom field) with "Service Desk" which is an object in Insight.

I thought I could just use Name = {{"Service Desk"}} to update the field in the automation, alas not.

Should I use the Key for the team name or label?

1 answer

1 vote
Mark Segall Community Leader Aug 16, 2022

Hi @Steven Lees-Smith - To make sure I understand correctly, you have an object attached to an issue and you're trying to capture the value of that object in a separate custom field?  If that's the case, try this:

{{issue.service desk.name}}

I needed to reach into insight and just pull out a specific value, my issue was it wasn't really bound to anything, just leveraging a value.

I just used the key value, there are 3 if/else clauses only and just needed to set three values.

Might not be optimal but it wont go past the 3 in this instance so it meets the need.

Mark Segall Community Leader Aug 17, 2022

Sounds like you have it solved.  Just give another shout if you encounter any limitations with your approach.

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