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Why is my webhook payload missing values of certain fields from submitted request from service desk?

Hakob Abajian

Hello Community,

I have a request form from https://{my-domain}.atlassian/servicedesk/customer/portal/
which is connected to a webhook via pipedream.com where I can see the fields of a submitted form. The issue is that many of the values of fields I submitted in the request form do not show up in the webhook payload on pipedream. Many of the form's fields show up as 'customfields' in the webhook payload, I don't know if this is relevant.

Say for example I have a form with two fields: Name and Email. I submit the following

Name: Hakob Abajian
Email: hakobabajian@myemail.com

The webhook body may look like:

body { issue { fields { customfield_xxxx1: Hakob Abajian, customfield_xxxx2: null } } }

The value for the email field never showed up in the webhook body. In my forms, several field's values never show up in the webhook payload.

Why do the values I input in my submitted form not show up in the webhook payload?

Thank you.

Accepted answers

All comments

Mikael Sandberg

Hi @Hakob Abajian,

Welcome to Atlassian Community!

What you see is expected, any custom fields that you are using in the request form will show up as customfield_xxxxx in the API. You can figure out the names of these if you go to Jira settings > Issues > Custom fields. Then locate the fields that you have on the request form, click on the three dot menu and hover over one of the menu options. If you look at the bottom you will the the URL and that contains the custom field number.

Mikael Sandberg

Your other option is to use the Get fields paginated endpoint and use the custom field id to get the name and other information.

Hakob Abajian

Hi thank you for the response.

I want to clarify that it's not that I don't know what which custom field in the webhook payload corresponds to which form field. Rather that the values in certain fields never show up in the payload.

Say I had a simple request form with two fields: Name, Email. After submitting a form like:
Name: Hakob Abajian
Email: hakobabajian@myemail.com

The webhook payload on pipedream would look like:

body { issue { fields { customfield_xxxx1: Hakob Abajian, customfield_xxxx2: null } } }

Where the email value never shows up for some reason. The values of several fields consistently never show up in the webhook body.

Hakob Abajian

Hello thank you for this response.

I want to clarify that it's not that I cannot identify which form field corresponds to which custom field in the webhook body, but that the values for certain fields consistently don't show up.

Say I have the following form with two fields: Name, Email
Name: Hakob Abajian
Email: hakobabajian@myemail.com

The webhook payload would look like this:

body { issue { fields { customfield_xxxx1: Hakob Abajian, customfield_xxxx2: null } } }

Where the email never shows up in the webhook body. In my case several fields' values never show up in the webhook payload.

Joseph Chung Yin

@Hakob Abajian -

Welcome to the community. To supplement what @Mikael Sandberg provided, here are a few other things that you can use -

1) To determine what "customfield_xxxx" custom field name, you can also use the following code

https://<yourinstanceurl>/rest/api/2/issue/<issuekey>?expand=names

This method is used when one needs to find the smart value of a customfield. Even though you may not using smart value to support automation rule, you can still obtain JSON output of an issue - where you will see the actual field name.

screenshot_Automation_findTheSmartValueForAField_customFieldID.png

2) If your FORMs elements have not been mapped to actual Jira issue fields, you will not be able to obtain those element in the JSON payload generated via webhook. It is because the Proforma REST APIs for FORMS (previous known as Proforma) has not yet been released or incorporated into Atlassian' REST APIs yet for the CLOUD env. I believe it is going to be released soon from Atlassian's JSM Cloud env.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Elzha Odie

Hi, i have related issue with this. i have several fields for example

name : elzha odie

email : elzhaodie@gmail.com

but in webhook only show a name field

body { issue { fields { customfield_xxxx1: elzha odie} } }

how can i solve it problem?

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