Notify customer when a form was set to open

[David Friedrich]

Is it possible somehow to notify a customer once a form is made available externally?

I can not find any trigger for this action. I tried "field value changed" with open and total forms field, but it won't work.

Thank you!

[Tomislav Tobijas]

Hi David,

Not sure if when accessing forms via automation or REST API you can get form visibility. If so, what you could potentially do is have some scheduled automation that checks the attached form(s) and checks the form visibility parameter (if it's set to external). This is not the prettiest solution and, personally, I wouldn't go forward with implementing it.

However, there seems to be a suggestion for history logs for form changes, and as per the last comment, this might be implemented/released sometime within the next year: https://jira.atlassian.com/browse/JSDCLOUD-10657 🤞 With that, I guess trigger like 'issue updated' would be good to go with for desired result.

Cheers,
Tom

[David Friedrich]

Thanks @Tomislav Tobijas ,

as I need the notification the moment the form becomes publicly available, checking for it from time to time seems not to be a feasible solution.

I agree, if history logs for forms become available, this might work as an issue or field updated trigger.

[Joseph Chung Yin]

@David Friedrich -

Can provide more clarification on your ask "when a form is made available externally"?  How are you using the form in your issue processing?

Please advise, so we can assist further.

Best, Joseph Chung Yin

[David Friedrich]

Issue is created via request from the portal. Agent adds a form to the issue, then makes it available externally (open for the customer to edit the form via the portal).

But the customer needs to be notified that there's now a form available on the request. There is no issue updated notification or anything else. That's what I'd like to automate. But no trigger available works.

[Joseph Chung Yin]

@David Friedrich 

If the agent adds a public comment to the issue to inform the reporter the FORM is available, then you can use the "Issue Commented" trigger for the automation rule.  However, the difficulty will be that commenting on the issue is a regular process that happens all the time, so conditions must be properly defined to avoid unnecessary actions.

At this time, how are you going to expose the FORM to the end users?

Best, Joseph

[David Friedrich]

Thank you @Joseph Chung Yin , but you are not understanding what I am trying to achieve.

The public comment should be published by the automation. The trigger is making the form available to the customer (open form). But there seems to be no way that action can be used as a trigger.