Changes to any of the "number of forms" fields doesn't trigger the rule
Asked by krunoslav_majer:

Heyhey,

hope someone can help.

**AIM**I want to inform my JSM customers about a new form being added to their ticket via a comment so they can fill and submit it. We realized that some customers with certain notification settings were not informed about a new form added so we want to do it this way.

**HOW**   
As there is no built in "form added to issues" trigger I looked around and found 3 fields which contain form "statistics" and I am simply reacting to a change of this field.  

**PROBLEM**   
The rule is never triggered.  
I checked the scope, execution capacity and if the fields really change. All is fine and yet it doesn't work. For me it sounds like a bug as I bet forms are treated differently but it should still work because the field is updated.  

**DETAILS**   
The field I use: Open forms

Screenshots of the rule setup and details:  
![SCR-20240109-mdjh.png](https://community.atlassian.com/t5/image/serverpage/image-id/299621iF00A21D87124122F/image-size/large?v=v2&px=999 "SCR-20240109-mdjh.png")![SCR-20240109-mdlm.png](https://community.atlassian.com/t5/image/serverpage/image-id/299622iF856CB9B1B33C977/image-size/large?v=v2&px=999 "SCR-20240109-mdlm.png")![SCR-20240109-mdkf.png](https://community.atlassian.com/t5/image/serverpage/image-id/299623i749F5513D862276C/image-size/large?v=v2&px=999 "SCR-20240109-mdkf.png")  

Happy for any help or confirmation of this "Bug".


Answers:
author: Rebekka Heilmann _viadee_
body: I am with you as far as the "Bug" goes.

I logged the field value and it definitely changes when adding and submitting forms. It's not logged in the issue's history though, so my guess is, that Jira doesn't store old/new values and therefore doesn't trigger

This is how you access the "before" value and it looks like that depends on the changelog: [Solved: How to get the previous value of the field in jira... (atlassian.com)](https://community.atlassian.com/t5/Marketplace-Apps-Integrations/How-to-get-the-previous-value-of-the-field-in-jira-email/qaq-p/1897271)

Buggy behaviour nonetheless as the field should either not be available in the trigger or work as expected. Are you on a Standard tier? Then open a request with the official Atlassian Support


author: Bill Sheboy
body: Hi [@krunoslav_majer](/t5/user/viewprofilepage/user-id/5036495)

First thing: I am not using JSM and so cannot test what I suggest.

Have you tried to use the generic Issue Updated trigger to see if that will start the rule?

Then you could use this how-to article to determine if the field / information about forms is available to automation rules, accessible as a smart value or custom field: <https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/>

Kind regards,  
Bill

comments: author: krunoslav_majer
body: Hi [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313)

First of all THX for having a look.

If with "generic Issue Updated trigger" you mean the trigger on a field change then yes, this is what I use currently and the rule isn't even triggered. It feels almost like its used as a scripted field change when one uses ScriptRunner.

I hope someone from the AUtomation team sees this one, otherwise I will create a support request.


author: Bill Sheboy
body: This is the trigger I meant, as it requires no field selection / configuration to fire:

<https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Issue-updated>

If you are on a paid license (i.e., Standard, Premium, or Enterprise), you could also work with your Jira Site Admin to ping the Atlassian Support team to ask: <https://support.atlassian.com/contact/#/>


author: krunoslav_majer
body: [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313)

THX, unfortunately this trigger is too broad for me and I can't check within the rule if it was triggered due to the addition of a form.

I am a Site Admin and yesterday opened a ticket :)  
Will add an update here so others can see it too.


author: Bill Sheboy
body: Hi [@krunoslav_majer](/t5/user/viewprofilepage/user-id/5036495)

Just following up to ask if you learned an answer from Atlassian support yet. Thanks!

Kind regards,  
Bill


author: andrew_pass
body: Any luck with this? We want to do this exact thing as well and it feels a pretty basic bit of functionality...


Tags: cloud

jira-service-management-cloud

jira-software-cloud