Jira Automation: Form field data (Smart Value) is not available in rules

[Lukas Maul]

Hello Atlassian Community,

We are unable to access data submitted via a Jira Service Management Form within a Jira Automation rule. The relevant Smart Values (both {{form.state...}} and {{issue.forms...}}) are returning an empty value, even though the data is correctly displayed in the attached form on the issue.

This is blocking a critical business logic for automating ticket priorities.

Environment: Jira Service Management Cloud

Steps to Reproduce:

1. Create a form in a JSM project containing an options field (Optionsfelder). The options field has been assigned a unique Field Key (e.g., dringlichkeit-auswahl).

2. Create a request type and assign this form to it.

3. Create an automation rule with the following configuration:

   • Trigger: Form submitted (scoped to the specific form).

   • Action: Log action to debug the form's content.

   • Message in Log Action: Entire Form State: {{form.state.asJson}}

4. Create a ticket via the customer portal, selecting an option in the form.

 

Observed Result:

The rule's audit log shows a successful run, but the log action reveals that the {{form.state.asJson}} Smart Value returns a completely empty value. The output is Entire Form State: with no subsequent content. (See attached screenshot).

 

Expected Result:

The audit log should show a JSON object containing the submitted form data, e.g., Entire Form State: {"dringlichkeit-auswahl":"Selected Value"}.

Troubleshooting Performed (without success):

We have already performed extensive troubleshooting to rule out a configuration error:

• Used the Issue created trigger with the {{issue.forms.last.state.asJson}} Smart Value -> Result was empty.

• Used the Form submitted trigger with the {{form.state.asJson}} Smart Value -> Result was empty.

• Used a Manual trigger on an existing issue with the {{issue.forms.last.state.asJson}} Smart Value -> Result was empty.

• Ensured the form field has a unique and correctly spelled Field Key.

• The "Delay" action is not available in our list of actions, so this workaround could not be tested.

Since the data from the {{form}} object is fundamentally not being passed to the automation engine, we suspect a bug or a platform-side issue.

Please investigate why form data is not accessible to the automation engine in our instance.

Thank you!

[Marc - Devoteam]

Hi @Lukas Maul 

To get information from a form field option, not related to a Jira field.

To get the information stored in the form field, with field-key "dringlichkeit-auswahl"

In you automation do a log action, with the smart value:

{{froms.last.dringlichkeit-auswahl.label}}

This will provide the input given in the the form field "Dringlichkeit in TI Support Request"

Note: your screenshots are not really readable.

See this KB for more information: access-smart-values-for-forms-and-form-fields 

[Lukas Maul]

Hi @Marc - Devoteam ,

Thanks for the quick reply and the suggestion to use the {{forms.last...label}} smart value.

As a quick heads-up, there was a small typo in your suggestion (froms instead of forms). We, of course, ran the test with the correct spelling.

Unfortunately, this attempt was also unsuccessful.

To rule out errors from special characters or umlauts, the field key was changed to a simple ASCII string (AuswahlDringlichkeit). This also did not resolve the issue.

As you can see in the attached screenshot, the output in the audit log is completely empty.

This proves that while the trigger fires, it is not passing any form data to the automation engine.

Since we have now exhausted all documented Smart Value variations and triggers, we are convinced this is a platform issue.

Could you please investigate this further or should I suggest to open a Ticket at Atlassian Support?

Thank you

Best regards, Lukas Maul