New custom portal field doesn't work correctly when added to a form.

[Clint Heinrich]

I have a team managed Jira Space with a Portal form. When a user submits the form, automation creates related tickets as needed, based on the form data. Up until now the form has worked great. I want to add 2 new fields to the form. I have added them to the Request Type, and tested the automation successfully when submitting directly to the request type.

However, when I submit data through the form (which I use for conditional field display), the exact same automation does not work. All I need the automation to do is to create related tickets containing the data from the custom field. I am trying to do this by including the smart value, like so - "Question 1: {{issue.customfield_11020}}." This works when I submit through the request type, but when I submit through the form the smart value remains blank.

I have followed the same process to add fields to this form successfully in the past. Has something changed in the recent update? Is there maybe some small step I have forgotten about in this process?

[Samuel Gatica _ServiceRocket_]

Hi @Clint Heinrich 

Welcome to the Community!

Could you please ensure that the Field Form is correctly associated with the Jira custom field?

Best regards

Sam

[Clint Heinrich]

Thanks! Yes, I followed the same association steps that I have done on other fields that are populating correctly.

[Samuel Gatica _ServiceRocket_]

Could you double-check that the form field is mapped to the same Jira custom field? Sometimes a new form field can look identical but isn’t linked correctly.

Also, if the field is part of conditional logic, make sure it’s visible in all cases — hidden fields won’t send data to Jira. If everything looks fine, try adding a “Re-fetch issue data” action in your automation, as timing can affect when the field value becomes available.

Best regards

Sam

[Clint Heinrich]

Hi Sam,

I just tried all these steps. I have confirmed that the form fields are mapped correctly. Adding a "re-fetch issue data" did not fix the problem. I set the fields to be visible in all cases, and I am still having the same problem.

[Samuel Gatica _ServiceRocket_]

Could you please take a screenshot of the automation setup and the form configuration and upload it here?

[Clint Heinrich]

Thanks for looking at this, Samuel. Hopefully you can see what you need here.

[Samuel Gatica _ServiceRocket_]

Could you please confirm whether customfield_11020 is actually designated as "current job title"?

[Clint Heinrich]

Hi Samuel,

I can confirm this. I created a test ticket using the request type, not the form. Viewing the created ticket at atlassian.net/rest/api/3/issue/PAF-168?expand=names I can see that customfield_11020 appears in two places - "customfield_11020":"current job title" and "customfield_11020":"test current title" (this was what I input to create the ticket).

If there is a better way to view the custom fields let me know - this is the only way I know to do it. I sat down with my Jira admin to see if we could view the custom fields for this project through the web interface, but we did not see it.

[Clint Heinrich]

@Samuel Gatica _ServiceRocket_ any other ideas?