Setting field values when creating an incident with automation from an Alert

[Phil Beckman]

I'm having trouble setting default field values with automation when creating a incident from an alert.

The Create Incident action only accepts a handful of fields for explicit setting but says "please use the advanced section if your field is not available". Fair enough, that's not too tough, done it many times in other automation rules.

However, when I specify my custom field in the additional fields section, I get an error stating:

"The set fields may be unavailable for this project/type. Fields ignored:

Incident Duration (customfield_14800)".

Its clearly finding the field but it fails to set a value. I've dumbed the thing down to the point where all I'm to do is set a hard-coded value but even that throws the same error.

I've written the exact same rule as a manual rule on an issue and the rule runs fine but when I try it on an alert, no dice. My thinking is that since Alerts are not actual issues there's something in the automation implementation for Alerts that's just not working.

Here's a screenshot of my rule.

Here's the audit entry

Am I missing something simple here? Given that the exact same rule seems to work on when its on an issue instead of an alert...I tend to think not.

[Phil Beckman · Accepted solution]

Update on this if anyone is interested.

The fix for this (more like a workaround) is that the field must be on the Request Form not the Issue View. Once I put it on the Request Form it worked just fine.

Unfortunately that now places the field in the Request Info section of the issue instead of the details section where most people would look for additional metadata.

Not the end of the world but...unfortunate.

[Marcos Defina]

thanks for sharing the outcome!

[József Porohnavec]

Whoa, that's wild. Ran into the same issue myself using the "Create issue with a request type step". I'm "sharing" a request with some users by adding them to the Request participants field, which is a built-in JSM field representing the people the request is shared with.

This was working before, but broke recently. Don't know what changed, thanks for the tip. I'm not sure adding it to the Request Form is the right way, especially since it opens a request in another project maintained by a different team.

[Marcos Defina]

Hi @Phil Beckman

Checking more closely your screenshots, I think the problem can be related to altering the fields json with custom_field name "Incident Duration". 

I'm surprised it worked without throwing a syntax error, but maybe Jira has ways of attempting to match the json value_name to the available fields.

I would recommend trying to assign the value 22 to customfield_14800 instead (ofc, confirm first if this is the correct id for Incident Durantion field on fields details page).

Something in the lines 

{

    "fields":{

        "customfield_14800": 22

    }

}

Hope this is the answer!

[Phil Beckman]

Yep, should have mentioned in my original post, I tried that as well.

No joy :(

[Marcos Defina]

Long shot here, but is this custom_field included in the view for this project?

[Phil Beckman]

Yep, its on the create screen as well as the view/update screen. I verified that I can set it manually.

This page talks about possible causes but...I feel like I eliminated all those by proving that an automation rule on an issue instead of an alert will actually work.