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

[Willy De Vos]

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

[Krister Broman _Advania_ · Accepted solution]

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?

[Willy De Vos]

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