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Add Tag to Autotask Ticket

A ticket tag can help your team group, filter, or report on tickets, but an automation needs the ticket's ID before it can add one. This tutorial adds the Television tag to a ticket that an earlier action already found or created.

Before You Start​

You need:

  • An Autotask connection
  • A tag that already exists in Autotask, such as Television
  • A ticket stored by an earlier query or create step, for example in custom.ticket

When an action stores a ticket in custom.ticket, {{custom.ticket.id}} contains the ticket ID that the next step needs.

Add the Tag​

  1. After the step that finds or creates the ticket, click Add Action.
  2. Select API: Create an Object, then click OK.
  3. Name the step Add Tag to Ticket.
  4. Set Autotask Entity Type to Create to Ticket Tag Association.
  5. Add the fields shown in the screenshot:
    • Choose Television for TagID, or choose the tag you want to add.
    • Unlock TicketID and enter {{custom.ticket.id}}.
  6. Save the rule.

Unlocking TicketID lets you enter a variable instead of choosing one fixed ticket. Each run uses the ID from the ticket that the earlier step found or created.

The API Create an Object action configured to create a Ticket Tag Association with the Television tag and the ticket ID from custom.ticket

What Happens Now​

  1. The earlier step finds or creates a ticket and stores it in custom.ticket.
  2. The tag step reads {{custom.ticket.id}}.
  3. Autotask adds the selected tag to that ticket.