JSM labels are not showing up in alerts (integrated opsgenie)

[Gerry Brown]

We have the Sync process set up and labels are configured. 

We have 2 automations in place.

• automation that uses keywords to help us select the correct queue using labels
• automation for offboarding that uses labels to assign to queues for different groups to do work that needs to be done when the request comes in.

For keyword: Using a form, using the create button or emailing all fail to sync the labels to tags in alerts.

The labels only sync for the offboarding process IF the form is used. Using the create button to run the exact same underlying automation does not pass the labels. 

What are we doing wrong , what are we missing?