ProForm form: Form does not attach to ticket during ticket creation

Question

We are using ProForm Lite to have our users submit a form on the portal. I have written a script that reads the form and generates an email from the form contents.

For those who are wondering, the form is created as a property on the ticket. I retrieve the issue property and parse it into my email.

The script works correctly in a post-function that is executed AFTER ticket creation. When I put the script into the Create transition or into a transition that is executed automatically after the Create transition, the form property on the issue is not found.

Is there someone from ThinkTilt or another user who knows what mechanism is used to create the property in the ticket? I have tried sleeping the script for 20 seconds to wait for a race condition, but that doesn't work.

Derek Fields _RightStar_ · Answer

Thanks for the input. Unfortunately, it doesn't work because I need to send the email as soon as possible upon creation, without waiting for an agent to change the status. I have come up with a different solution, which is to create a scripted job that watches for the newly created issues and, if the form is attached, then it sends the email. This takes it out of the agent's flow.

Peter Preston_eb5jie · Answer

Hi @Derek Fields _RightStar_ - this is an order of operations issue.

We found the best workaround is to create an intermediary status in your workflow like “In Processing," then run the script from that status.

For example:

Submit button clicked → In Processing → Waiting for Support

In this case, you could execute the automation on the transition from In Processing to Waiting for Support. You could also use automation to transition between those two statuses.

Does that help?