Why are 'no actions taken' for this automation rule?

[Melle van Keulen]

In our sandbox this automation rule works, in our production environment it doesn't. What could be the explanation for this?

The only difference is that in our sandbox environment the issue is made with the new Forms, in our production environment we use the Proforma add-on. But I don't think that should make any difference.

[Alex Koxaras _Relational_ · Accepted solution]

Hi @Melle van Keulen 

Try re-fetching the issue's data before that If statement. From the looks of it, the rule is triggered before any value is entered on that field. That's why no action is taken. Since proforma on the prod level is an app, most likely it could take place AFTER the rule has ran. :/

[Melle van Keulen]

Hi Alex,

Yeah, that could be it.

With what rule would you 're-fetch' the issue's data?

[Alex Koxaras _Relational_]

This is a component. Not a rule.

Just search for re-fetch data. However there is no guarantee that it will solve your problem. Try it and kindly report back!

[Melle van Keulen]

Hi Alex,

Re-fetching the data does not solve the problem. Same result :(

[Alex Koxaras _Relational_]

You've placed the refetch after the issue created and before the IF statement, right?

Do you have an app like JMWE, JSU, scriptrunner etc which let you run scripts on the workflow?

In addition, I would raise a support request to Atlassian to let you have the integrated proforma, instead of the app.

[Melle van Keulen]

Hi Alex,

Yes I did. But what you and @Dirk Ronsmans were referring to is correct. 

"One difference with respect to design and function is that the add-on actions(such as copying field, attaching form, etc) all happen after the Jira create action. While with the native forms it happens bundled together with the Jira to create action."

So re-fetch data should be the solution, the support employee indicated to add the re-fetch action 2-3 times. Hope this works. Otherwise we'll just need to migrate to the native Forms instead of the add-on.

Kind regards,

Melle van Keulen

[Dirk Ronsmans]

Hi @Melle van Keulen ,

At first glance that should be correct and triggering (especially if you mention it works on PROD and not in the sandbox).

Could it be that the value on the "KRC IT Componenten" field was not entered until after the creation of the issue? 

Perhaps a look at the history of the issue could reveal that.

[Melle van Keulen]

It works in the sandbox and doesn't work on PROD. THe value KRC IT Componenten is entered when filling in the form, so not after. This is also seen in the history of the issue.

[Dirk Ronsmans]

Oh apologies, misread that one.

I do notice that you are entering the value thru a Proforma form so I'm guessing that form has a linked field then to the KRC IT Componenten field?

And that's the exact same way it is set up on both PROD and Sandbox then? (both using proforma as the entry point?)

I would suggest adding some debugging to your automation, for example a "log" action where you output the value of the custom field just to be sure something is in there and it's not returning empty at creation.

I'm not yet fully familiar with the proforma integration and how that would trigger Automation.

[Melle van Keulen]

It is indeed a linked field to the KRC IT componenten field.

In Sandbox we used the new native Forms and in PROD we still use the ProForma add-on.

Could you elaborate on the debugging, what do you imply?

proforma seems to fill in the field which is linked to it, guessing it should trigger automation because the field was filled in, no matter what, right? Or do I miss something here?

[Dirk Ronsmans]

Oh I do believe that Automation with the integrated version is still partially under development so that might be it.

Also it depends on how Proforma is filling it in, is it thru some internal automation which is "after" the creation or is it part of the creation. That's something we cannot be sure about right now.

There is some mention here about the integrated forms and automation:

https://community.atlassian.com/t5/Jira-Service-Management-articles/New-form-builder-is-rolling-out-to-Jira-Service-Management-Cloud/ba-p/1894403

Might be best to open a support call with Atlassian for this (https://support.atlassian.com/cotact) to be sure what is implemented yet or not. 

The integrated forms and the old app are not exactly the same so you cannot be sure they will behave exactly the same either :)

[Melle van Keulen]

Thanks for your comprehensive answers Dirk! Will open a support call.