Jira Service Management Forms not honoring linked field value
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
The user submits a request at the customer portal and even though the field is linked to a Jira field, the value of the request created does not match the information available on the form.
Diagnosis
While configuring Jira Service Management Forms we can link them to a Jira field as discussed on this page in order to sync the information from the Form to the Jira field. Anyway, for some Jira Service Management requests this is not honored and the tickets are created with a default value instead.
Cause
Request Types can have a field hidden with a pre-defined default value for it. Therefore, if the field is linked to a JSM form but is also hidden within the Request Type configuration, that means that the default value will take precedence during the time the ticket is created.
Solution
It's important to mention that since the Forms were integrated into Jira Service Management the "Link field" feature in forms automatically hides the field for us under the hood, so there is no need to hide the field within the Request Type once again.
For example, if your team creates a field on forms and "links" to the "Summary", this field will not be displayed twice at the portal even though is configured as visible within the Request Type. Also, in that case, the form field value will take precedence.
- In order to make the field visible within the Request type configuration, please follow the steps described right below:
- Access the project Settings > Request Types
- Look for the desired Request Type
- Under the tab "Request Form" make sure to leave unchecked the box "Use preset value and hide from portal" as shown right below.