The issue with Jira automation responsible for transferring metadata to a custom field (Cloud)

 Problem

App documentation shows how to transfer metadata to a custom field:

Transfer metadata from chat widget into custom field with Jira Automation

There are situations when, after configuring Jira automation, the custom field is still empty. The main cause of this situation is that in specific environments, the automation is triggered before the necessary metadata becomes available for fetching.

 Solution

There are 2 solutions to resolve this issue:

1. Using another trigger for Jira automation–not when the new Jira issue is created, but for example, when a new label is added (as chat can add a label to each new Jira issue):

   Open

   

2. Using Jira automation when a new Jira issue is created, along with the new Delay option, which will give time to process the data by Jira, and in consequence, the automation will be able to fetch metadata without any issues:
   https://community.atlassian.com/t5/Jira-Service-Management-articles/Automation-delay-action-new-3rd-party-connector-updates-are-now/ba-p/2756730#M4836