Hi there,
We tried to create an automation rule to change the ticket field value based on some keywords in the ticket description.
But it’s not working as expected!
Could you please help me out here?
Thank you!
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Hello @Bene_Immanuel can you share some screenshots of how you have the automation setup so that we can better help you troubleshoot the problem.
I will offer up some quick advice that when you based your conditional on keywords of a ticket description it can be touchy on how the that string of text is represented. I have had issues in the past with single quotes, double quotes, and no quotes. So that could be an issue.
Hopefully with a little more information from you we can figure out the problem.
Take care!
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