I need to tag certain (not all) After-Hours requests that come in as incidents. However, the keyword arrives later in a comment, not in the original request. Using automation rules, how I can I search for (and therefore act on) a new comment for a keyword?
Using automation rules, how do I add a tag to an incident based on a keyword received in a comment?
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Your basic automation would have Trigger = Comment Added, Condition = Keyword with the keyword value to check, and Action = Add tag with value to add. -
When looking at a record, meaning you have the individual record open, only comments and the status can refresh automatically. Any other changes to the record will require a refresh to reflect those changes…
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