Automation create ticket doesnt use correct issue view

Question

Hi all,

So we have set a custom issue view for our "Submit a request or incident" request type

When i manually create an issue and select the above request type, the issue view is as it should be, see attached 1st picture

2nd picture is what the ticket looks like when jira automation rule creates the ticket under the same request type

you can also see on the 2nd picture it has a blank request type field which if you change manually it will then populate after a refresh the correct view

pic 3 shows the automation rule

Khuram Khalil · Answer

thats what i was thinking, but didnt know the term to use, thanks let me try that and ill let you know!

Bill Sheboy · Answer

Thanks for describing the symptom.

The likely cause of this is the Issue Created trigger can fire so quickly that the data is not yet available to the rest of the rule.  This can lead to conditions / actions / branches having missing data.

The work-around / fix for this is to always add a Re-fetch Issue action immediately after the Issue Created trigger.  This will slow down the rule by about a second and reload the issue data before proceeding.

Khuram Khalil · Answer

if i manually create an incident, its fine,

When automation creates it, for some reason it doesn't apply the view / "Request type" field in the 2nd picture

very weird completely has me baffled