Why Jira Automation does not work with Chat initial form filled value

Owned by Kit Tin Mak (Inactive) (Deactivated), created
Mar 30, 2022
1 min read

It’s quite a common use case that admins would like to set automation based on what value the customer has filled in at the Chat initial form. However, in some cases, the automation might not be triggered because of the improper configuration in Jira automation.

 

In the current version of Chat, the app is updating the field value AFTER the issue creation. Therefore, when automation is set up, “Field value changed” should be selected rather than “Issue created” as the trigger.

 

If “Issue created” is used as the trigger, the automation will not be triggered because the field value is empty when the Chat issue is created.