Automatically Add Label Based on Ticket Context

[Jennifer Williams]

We are trying to use Rovo Automation to add a label to work items based on the issue summary, issue description, and issue comments. Does anyone have a suggestion on how to set this up?

[Aaron Pavez _ServiceRocket_]

Hi @Jennifer Williams 

Can you give us a bit more detail on how you want to achieve that?

What type of work items? What are the things you will check to add the label?

What values?

Based on the summary, what will you look for in the summary to have a particular label?

Regards

[Jennifer Williams]

Hi @Aaron Pavez _ServiceRocket_ - Thank you for asking!

1. We aim to label Help work item types to determine the volume of issues that a Rovo Agent chatbot can address.
2. We want the automation rule to: 
   • Review and summarize the work item summary & description.
   • Identify the best label to add to the work item based on the findings: Education, Bug, Data Correction, Query, Enhancement.
   • Add the label to the work item.
3. Our thoughts on keywords (although I was hoping Rovo would be intelligent enough to identify without these): 
   • Education (help, understand, where, what, why)
   • Bug (issue, problem)
   • Data Correction (correct)
   • Query (report, query)
   • Enhancement (feature)