Jira Automation: Form field data (Smart Value) is not available in rules

[Lukas Maul]

Hello Atlassian Community,

We are unable to access data submitted via a Jira Service Management Form within a Jira Automation rule. The relevant Smart Values (both {{form.state...}} and {{issue.forms...}}) are returning an empty value, even though the data is correctly displayed in the attached form on the issue.

This is blocking a critical business logic for automating ticket priorities.

Environment: Jira Service Management Cloud

Steps to Reproduce:

1. Create a form in a JSM project containing an options field (Optionsfelder). The options field has been assigned a unique Field Key (e.g., dringlichkeit-auswahl).

2. Create a request type and assign this form to it.

3. Create an automation rule with the following configuration:

   • Trigger: Form submitted (scoped to the specific form).

   • Action: Log action to debug the form's content.

   • Message in Log Action: Entire Form State: {{form.state.asJson}}

4. Create a ticket via the customer portal, selecting an option in the form.

 

Observed Result:

The rule's audit log shows a successful run, but the log action reveals that the {{form.state.asJson}} Smart Value returns a completely empty value. The output is Entire Form State: with no subsequent content. (See attached screenshot).

 

Expected Result:

The audit log should show a JSON object containing the submitted form data, e.g., Entire Form State: {"dringlichkeit-auswahl":"Selected Value"}.

Troubleshooting Performed (without success):

We have already performed extensive troubleshooting to rule out a configuration error:

• Used the Issue created trigger with the {{issue.forms.last.state.asJson}} Smart Value -> Result was empty.

• Used the Form submitted trigger with the {{form.state.asJson}} Smart Value -> Result was empty.

• Used a Manual trigger on an existing issue with the {{issue.forms.last.state.asJson}} Smart Value -> Result was empty.

• Ensured the form field has a unique and correctly spelled Field Key.

• The "Delay" action is not available in our list of actions, so this workaround could not be tested.

Since the data from the {{form}} object is fundamentally not being passed to the automation engine, we suspect a bug or a platform-side issue.

Please investigate why form data is not accessible to the automation engine in our instance.

Thank you!

[Marc - Devoteam]

Hi @Lukas Maul 

To get information from a form field option, not related to a Jira field.

To get the information stored in the form field, with field-key "dringlichkeit-auswahl"

In you automation do a log action, with the smart value:

{{froms.last.dringlichkeit-auswahl.label}}

This will provide the input given in the the form field "Dringlichkeit in TI Support Request"

Note: your screenshots are not really readable.

See this KB for more information: access-smart-values-for-forms-and-form-fields