Hi,

I'm trying to automate tag management: when a ticket is updated, I look at the value of specific fields to change the ticket tags.

It works fine to add tags, but not to update them. My use case:

In a given dropdown field, each value has an associated tag. I have three fields, and when the agent changes the value of any of the fields, the automation should change the tags too.

By using a PUT request to update the ticket, it works if there's only one tag (one field with a selected value). If there are two tags, instead of updating the tags list, all new tags are appended to the list.

Illustrating:

old tags = [‘field1_tag1’,’field2_tag1’]

new tags = [‘field1_tag1’,’field2_tag2’] → this should be the ticket new tags value

updated tags = [‘field1_tag1’,’field2_tag1’,’field2_tag2’] → this is what shows in the ticket

I'd like to know if that is by design or if I'm missing some information?

Thanks in advance for any help.