Automation rule not triggered on changes to custom field (with translation)

[Jose]

Hi, I have a rule configured using "When value changes" as trigger.

The field I want the rule to monitor is a custom field. It appears in the list when I am configuring the rule (Fields to monitor for changes*)

The rule does not fire when I change the value of the custom field, (nothing appears in the Audit Log).

If I change the fields to monitor adding one built-in field like attachments or summary, the rule does fire.

Seems like a bug, the rule is failing to monitor changes on custom fields.

I am changing the custom field in a transition screen

To test that the rule does fire on built-in fields like attachment or summary, I am adding one of those fields to the same transition screen.

The issue seems to be regardless of the type of custom field, I tried with one that is of type single user picker (my original field) and then with one of type string (to rule out possible noise with the type of field)

When configuring the Value changes trigger, I am not setting up Issue operations like (during transitions, at issue creation and the like)

Environment: JSD Cloud.

Thanks in advance

[Jose · Accepted solution]

Found the reason, documenting it here in case it helps someone else.

The custom field that was not triggering the rule had been translated. When configuring the rule the dropdown list shows the field's translated name, so the rule is configured to observe changes on the field's translated name. 

It so happens that when the change is made in the transition, the field's ID or original name (not the translated one) is what gets reported. 

So the rule does not find that it needs to fire, because the field name it has been configured with (the translation) does not match the field's name that is coming in the transition's changelog (set of changed fields)

Solution: Verify the real name of the field (not the translated one) and configure the rule to listen for that original name (do not pick up from the proposed list, just type the name directly)

The rule gets configured to match that String that you typed and then it does detect the change during the transition. 

[Yvan Martin]

Developer from Code Barrel here.

Thanks for helping track this down Jose.

We are now tracking this bug in our backlog since Jira now provides a mechanism to fix this in Cloud: https://codebarrel.atlassian.net/browse/AUT-1535 (you may have to log out to view this or use an Incognito window).

[Marc Isikoff]

We don't have access to Marketplace apps - the issue is if your customfield name is the same as a system field, your drop down will just show the 2 of them and nothing differentiates the system field from the customfield. We need something outside of Code Barrel or other marketplace app makers.

[Jose]

Hi Scott,

I have created a ticket, the reference number is: CBS-15216

Thanks,

[Scott Harwood]

Hi there, 

The rule should work for all the custom field types in the field value changed list. I'll need some more information to help diagnose what is going on, can you please raise a support request:

https://codebarrel.atlassian.net/servicedesk/customer/portal/1

Can you please include a screenshot of your rule config, the audit log and the transition screen where you set the field value. Also on that transition, do you have any post functions/conditions? 

Can you also try changing that field value in an edit operation (rather than transition), does that fix the issue?

Thanks in advance.

Scott.