Is it possible to show the custom field value in the Workflow validation screen ?

[Alexandre Reist]

Hi,

I need to use a validation screen when transitioning a request, and the agent should be able to check if the customer selected the correct value in a custom field. The problem is that in this screen, the custom field, which is a cascading select list, is set to None, even if the customer picked  something.

This is not a huge issue, but the users are complaining that it is a bit confusing, and in the end, they still need to change the value manually, no matter if the customer already selected it properly or not.

Is there a way to show the original value in this screen ?

Thanks in advance,

Alex

[Robert DaSilva · Accepted solution]

Hi @Alexandre Reist ,

To make sure I understand, let me try and rephrase your question. You currently have a JSM request type where your customers select a value in a cascading custom field. At some other point in the workflow, when you include this same custom field as part of a Transition screen, you're finding the value is reset to None, instead of properly displaying the selected value?

Are you able to provide screenshots of the workflow diagram, and identify at what points the custom field gets populated and when you have the transition screen configured? I assume the custom field is populated at creation, but it's always good to confirm.

In addition, can you confirm from where your users are trying to transition the work items from? Are you noticing this behaviour from the work item page directly, when trying to transition from a Queue screen (not directly on the dedicated work item's page), or some other page?

I can think of two causes of this, both need to be confirmed:

1. The customer is populating a custom field as part of a Jira Form, where the input value is not properly linked to a Jira Custom Field.
2. There are more than one custom field with the same name, and the transition screen uses a version of that field that is not being populated.

Additionally, I found a cancelled bug report on the Atlassian bug and feature request portal that might be related. https://jira.atlassian.com/browse/JSDCLOUD-10600

Hope that helps,

Robert 

[Robert DaSilva]

If we're unable to find a solution to the root cause of the problem, a workaround could be the following:

Create a new read-only text custom field

Create an automation that updates the value of this custom field every time the cascading dropdown field is updated

Include this read-only field on the transition screen

Obviously that's not ideal, but it could be a band-aid fix while we try and narrow down the root cause.

[Alexandre Reist]

Hi @Robert DaSilva 

Thank you for your response. You perfectly rephrased it, and in fact it helped a lot, as I found the issue.

When you said "There are more than one custom field with the same name, and the transition screen uses a version of that field that is not being populated", I thought that it would be silly of me to have missed that, but after checking "just in case", it appears it was the root cause...

Well, next time I'll take more time to check before posting !

Thanks again for your time,

Alex

[Robert DaSilva]

Hey @Alexandre Reist , glad it worked out! Believe me, duplicate custom fields being the cause happens more times than I can count, and sometimes trips me up as well.

Happy to have helped! Have a great day.

Robert