Automation Labeling for Service Request

[Tu Duong]

Hi everyone,
Currently, i'm doing project auto labeling. My idea is taking word in Description
Example: Product: B2B Product -> Label: B2B_Product
My automation:
Trigger: Issue Created
Check condition: Issue = Service Request
If Description contains: Product: School -> Label: B2B School
Else
Label: B2B Product
The logic and code aren't wrong but it can't recognize the word. I have test on my own Jira, it only recognize the word Product: B2B Product and auto labeling it but Product: School doesn't
In Group project, it don't recognize both Product: B2B Product and Product: B2B School. Logic + code are the same. Can anyone help me ?

[Marc - Devoteam]

Hi @Tu Duong 

Welcome to the community.

Whenever you ask for help with an Automation Rule it will help us to help you if you provide:

1. what type of project is this (e.g., company-managed, team-managed, etc.), 

2. images that show your complete rule.

3. images showing the details of any relevant actions/conditions/branches.

4. images showing the Audit Log details for the rule execution.

5. Explain where the issue is.

These questions are not for not willing to help, but to have community members understand on how automation works.

Extra question, do customers fill this information in the description like this or is this set in the description via another automation and the customer provides this in a field or field in a form on the request?

[Tu Duong]

Hi i just update image ( 2, 3, 4 ) on my post. This is company-managed
Extra question:  this set in the description via another automation and the customer provides this in a field, we create issu from Slack as well

[Tu Duong]

5. It always block at step check word in Description. For my personal project, it can recognize Product: B2B Dashboard but for company project it fail both even logics are the same

[Marc - Devoteam]

Hi @Tu Duong 

So if the customer provides this in a field, use this in the automation rule.

This is much simpler and you don't have to grab text from the description.

[Tu Duong]

Thank you. We're moving to that solution. But i can't understand why it can't pass condition. Do you have any ideas about this?

[Marc - Devoteam]

Hi @Tu Duong 

You could, but to set a label on text from the description field you need to use a smart value.

See this KB article: https://confluence.atlassian.com/jirakb/extract-content-out-of-description-and-summary-with-regex-and-automation-1157495262.html 

But still using text from a field, is a risk, if you have the fields where a customer provides the information for you.

Also labels can't contain spaces, so any space you need to remove or replace with another character.

[Tu Duong]

Hi, i want to know when i create a service ticket from Slack to Jira, is there any trouble from automation that can't detect the field from Slack?

[Marc - Devoteam]

Hi @Tu Duong 

It shouldn't be as for automation it's an issue that gets created.