Components value auto-populating from URL request, then throws form validation error.

[Eric Culley]

Hey team, I'm writing a script to auto-populate a Jira service desk form from a Google document by constructing a url following this document: https://confluence.atlassian.com/servicemanagementserver/setting-up-request-types-939926357.html

Everything works as expected so far except the components values.

For example, a url like this (https://company.atlassian.net/servicedesk/customer/portal/XX/group/XX/create/XXX?summary=Test%20Summary&description=Test%20Description&priority=2&components={component_number}&customfield_10302=https%3A%2F%2Fexmaple.com) would populate the form correctly showing the appropriate value in the input that correlates to component={component_number}, but on submission it throws an error. In the UI the error reads, "Please provide a valid value for field 'Team'" (I've confirmed the values are correct) and in the network history the error shows 400 Bad Request, and the post data shows components: [object Object] instead of the appropriate value.

The weirdest part of the behavior is if I remove the components value and re-enter the same value, it allows a submission. Also, adding another components value to the input (resulting in multiple components) and then deleting it, never changing the original input populated by the URL query string params, allows form submission too! 

Am I missing something or is the components field not supported for this type of form auto population (I noticed components are not listed under field type in the doc linked above)? If it's not supported currently, are there plans to have this field type supported / can I make this a feature request?  Thanks!

[Christian Schaal]

Hi everyone, for everyone who might still be interested in this topic: In the meantime there have been efforts to create a fix for this, which is about to be released soon: https://jira.atlassian.com/browse/JSDCLOUD-10527

[Darryl Lee]

Hey neat. I didn't even know about the auto-populated fields via URL feature.

So I tested with the bare minimum of Summary, Description, and Components, and I did not get an error when submitting a request! Yay!

But also, Components did not get set. Boo!

When I look at the Payload of the request, I too see the [object Object] submitted for components, whereas when manually setting the component I see the ID 10040 as expected.

So unfortunately it seems that while the UI is correctly identifying and showing the right component from the URL, that data is not getting stored properly for submission. This looks like a bug to me, and filing a Support ticket is probably the correct way to get it fixed.

I would mention in the ticket that @Christian Schaal has added a recent comment on JSDCLOUD-4049 that sounds a lot like the problem you're having. 

I did want to say though that I don't get any errors about Team. That would seem to indicate that you have a required Team field that is not getting populated? I would double-check the form and all of your customfield IDs.

Or wait, on your request form does Team = Component? If so then you're definitely running into the same problem as Christian.

If you do manage to get them to file a bug for this, be sure to come back and let us know the ID so we can upvote it. :-}

[Darryl Lee]

BTW, apologies @Christian Schaal for those test tickets. I was expecting to see the error message and request for a Google reCaptcha, but instead the request went right through. 

But I'm going to guess that Software-Produkt (components) for those recently created tickets was not properly set?

[Christian Schaal]

Hey @Darryl Lee,

many thanks for reaching out. Yes, indeed: We're experiencing exactly the same issue. Although the value is shown in the front end, it won't be transferred to the actual ticket that is being created by the form submission.

If the pre-populated components field is a mandatory form field, the form submission will fail due to the field validation, which throws an error because not all mandatory form fields have been filled in.

If we set the components field to not being mandatory however, the submission seems to work fine for the user at first glance, but the pre-filled value is actually missing in the actual ticket, without the user being aware of the fact that his information is lost, although it has been shown to them.

Hope that helps to identify and understand the issue a little bit better. I'll have a call with your colleague Samriddhi from the customer support today regarding this issue and hopefully we'll make some progress on this.

I'll keep you posted in this thread.

Best regards,
Christian

[Christian Schaal]

Hey @Darryl Lee,

here ist the ID of the current support ticket regarding this issue, if helpful for you: JST-746987

Thanks,
Christian

[Darryl Lee]

Hey @Christian Schaal I don't actually work for Atlassian although I now see how my job title might imply that I do. Let me fix that...

To add to the confusion though, there is an Atlassian Support Engineer that shares my name, who works out of the Netherlands. :-}

So yeah, makes sense about the error you are getting if the Components field is required.

Please let us know if/when your ticket generates a bug that we're all able to vote for/watch.

[Eric Culley]

Hey @Darryl Lee, you had me fooled as well; thanks for your testing and advice. And just to confirm, 'Team' is the display name for our components field.  

Thanks @Christian Schaal for the help and clarification too. I'm not able to view the current support ticket you posted, but would love to upvote/follow this the progress on this issue if possible. Please keep me posted as updates are made. Cheers!