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Changes to any of the "number of forms" fields doesn't trigger the rule

krunoslav.majer

Heyhey,

hope someone can help.

AIM
I want to inform my JSM customers about a new form being added to their ticket via a comment so they can fill and submit it. We realized that some customers with certain notification settings were not informed about a new form added so we want to do it this way.

HOW
As there is no built in "form added to issues" trigger I looked around and found 3 fields which contain form "statistics" and I am simply reacting to a change of this field.

PROBLEM
The rule is never triggered.
I checked the scope, execution capacity and if the fields really change. All is fine and yet it doesn't work. For me it sounds like a bug as I bet forms are treated differently but it should still work because the field is updated.

DETAILS
The field I use: Open forms

Screenshots of the rule setup and details:

Happy for any help or confirmation of this "Bug".

Accepted answers

All comments

Bill Sheboy

Hi @krunoslav_majer

First thing: I am not using JSM and so cannot test what I suggest.

Have you tried to use the generic Issue Updated trigger to see if that will start the rule?

Then you could use this how-to article to determine if the field / information about forms is available to automation rules, accessible as a smart value or custom field: https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/

Kind regards,
Bill

krunoslav.majer

Hi @Bill Sheboy

First of all THX for having a look.

If with "generic Issue Updated trigger" you mean the trigger on a field change then yes, this is what I use currently and the rule isn't even triggered. It feels almost like its used as a scripted field change when one uses ScriptRunner.

I hope someone from the AUtomation team sees this one, otherwise I will create a support request.

Bill Sheboy

This is the trigger I meant, as it requires no field selection / configuration to fire:

https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Issue-updated

If you are on a paid license (i.e., Standard, Premium, or Enterprise), you could also work with your Jira Site Admin to ping the Atlassian Support team to ask: https://support.atlassian.com/contact/#/

krunoslav.majer

@Bill Sheboy

THX, unfortunately this trigger is too broad for me and I can't check within the rule if it was triggered due to the addition of a form.

I am a Site Admin and yesterday opened a ticket
Will add an update here so others can see it too.

Rebekka Heilmann (viadee)

I am with you as far as the "Bug" goes.

I logged the field value and it definitely changes when adding and submitting forms. It's not logged in the issue's history though, so my guess is, that Jira doesn't store old/new values and therefore doesn't trigger

This is how you access the "before" value and it looks like that depends on the changelog: Solved: How to get the previous value of the field in jira... (atlassian.com)

Buggy behaviour nonetheless as the field should either not be available in the trigger or work as expected. Are you on a Standard tier? Then open a request with the official Atlassian Support

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