Why do values of a submitted service desk request form show up as null in webhook?

[Hakob Abajian]

Hello Community,

I have a request form from https://{my-domain}.atlassian/servicedesk/customer/portal/
which is connected to a webhook via pipedream.com where I can see the fields of a submitted form. The issue is that many of the values I submitted in the request form do not show up in the webhook payload on pipedream.

Say for example I have a form with two fields: Name and Email. I submit the following

Name: Hakob Abajian
Email: hakobabajian@myemail.com

The webhook body may look like:

body { issue { fields { customfield_xxxx1: Hakob Abajian, customfield_xxxx2: null } } }

The value for the email field is null and never shows up in the webhook body. In my forms, several field's values never show up in the webhook payload.

Why do the values I input in my submitted form not show up in the webhook payload?

Thank you.

[Joseph Chung Yin · Accepted solution]

@Hakob Abajian -

If you are referring the FORMs component (formally known as Proforma FORMs), then there is an on-going enhancement request with Atlassian to provide/incorporate FORMs REST APIs for the CLOUD env Q1/Q2 2023 - https://www.atlassian.com/roadmap/cloud??status=future;comingSoon&search=forms&p=b61dce33-c0 .  

Currently, elements configured/captured via the FORMs (unless they are mapped to actual JSM issue fields) that they are only available in the FORMs, thus cannot be captured in the webhook body.

If they are mapped, then they will be available in the webhook body.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.