Automatically labelling tickets in our Service Request

[Emil Lindberg]

Hey!

I'm trying to automatically label our tickets and I feel that i'm stuck now.
I've gotten it to work when there's just 1 label that needs to apply.*
But as soon as there are more than 1, either it doesn't or 1 of them overwrites the other ones.

Do you guys have any tips on fixing this issue?
Look at the screenshot of how it's made up


this only a test as of now, we're planning on having more labels than 2

Thanks in advance

/Emil

[František Špaček _MoroSystems_ · Accepted solution]

Hi Emil,

could you please also share detail of "Edit issue fields" action? It would help us to see if there is anything wrong in the edit itself.

As for my knowledge automation sometimes works in strange ways and it is better to use the advanced mode for some use-cases.

Have a nice day!

[Emil Lindberg]

Hey!

it looks something like this as of now, this is probably totally wrong :)


appreciate the quick response to my ticket! :)

[František Špaček _MoroSystems_]

@Emil Lindberg- if you hit three dots, do you have "Set Value" or "Add/remove"? I would suggest to try "Add/remove" if you specify more than one label in the box next to it.

But single value "O365" should work with both "Set" and "Add/remove". Does it work for these use-cases?

Try it and let me know.

[Emil Lindberg]

Hey @František Špaček _MoroSystems_ 

thanks for the tip, and yes it does work for the "upper" label.

But it still doesn't recognize the "systems.salesforce" label under it.

Now it only labels it as O365 even though the "issue.fields/systems.outlook" is not engaged so to say.

Might be quite unclear in my explanation, hope you understand what i'm after

Kind regards

[Emil Lindberg]

@František Špaček _MoroSystems_ 

To hopefully make things clearer haha.

We want it to almost be a label for each of these idividual checkboxes we have in our forms.
so we can get the statistics of this easily.

Outlook= label O365 

[František Špaček _MoroSystems_]

Oh, I see you are using Forms. I though we are talking about normal custom fields in normal request form - it somehow did not click for me. :-)

Jira automation with Forms functionality is a bit harder - here is the documentation for it I was able to find. According to it, you have to use something like "{{issue.properties."proforma.forms.i1".state.answers.AAA.choices.get(0)}}" in the if else block as condition. Sadly I am not very familiar with Forms and using them in Automation for Jira and if you dont really require/need dynamic forms I would go standard way. It suits like 95% cases and is much easier to work with in the end in both Automation and Jira itself (as the result of form for customer is just few custom fields filled with values instead of that monstrozity Form function adds to your issue view). :-)

[František Špaček _MoroSystems_]

And just a note - if you want to label it just for statictics, it is actually easier to create checkbox custom field, add same options to it and if you really need Forms functionality, link that field in Forms builder with that custom field. It will automatically preload values from customfield and save them there in the end instead of that almost unreadable format.

And once you have it in normal custom field, you can filter by it, report it and so on. In the end you won't need labels at all.

[Emil Lindberg]

Hey again @František Špaček _MoroSystems_ 

You're the man!
I cannot thank you enough for this, cleared things up for me big time!

Hope you have a wonderful rest of your week!

Kind regards

[Jack Brickey]

Hi @Emil Lindberg , welcome to the Community! Be sure to choose the add/remove option when editing the field.

[Emil Lindberg]

Hey Jack!

Oh okay, I think I missed that there's a little menu there.

So if i understand it correctly I would only use the "add" column?
Or am i thinking in the wrong pattern?

Kind regards!

[Jack Brickey]

Correct