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Adding label based on 'a word that is in the subject' and based on 'the domain of the reporter'

Hi everyone,

I would like to 'automate' some things for our Support department and then more specific the use of some minimal labels. 

I would assume to use the 'automation' option for this and i'm quite sure this can handle a lot of things but there are a couple of things I cannot find.

2 things I would like to implement:

  1. To add a label when a ticket is moved (transition) from 'new' to 'open' and this based on a specific word that's in the subject of the ticket.
  2. To add a 'company' (in that field) OR by adding a 'specific label' when the 'reporter' of the ticket belongs to a 'domain'.
    1. Like when will@devoshoot.be or contractor@devoshoot initiates a ticket the company 'devoshoot' must be added or the existing label 'devoshoot' must be added

Thanks for helping out with this,

Regards,

Will

 

 

1 answer

1 accepted

0 votes
Answer accepted

1st one is easy with automation

When: Issue Transitioned
- From: New
- To: Open

IF; matches
- Summary contains text "example"

THEN: Edit issues
- Labels ....

2nd one depends on if its just a single value (just the specific company Devoshoot) or if you want to take the domain from it every single time?

Thanks for your feedback al ready Krister.

To answer your question next...

Every time a ticket is initiated from a reporter from company x, y, or z and so has the domain x, y or z the 'corresponding' label x, y or z should be added to the ticket if possible.

Can this be done?

Thanks, Will

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