Details
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Bug
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Resolution: Unresolved
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Low
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8
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Severity 3 - Minor
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Description
Summary
Custom fields that are updated through an automation rule on Service Desk by the issue created trigger are having their values reverted to the default value set for the custom field when a request is created through email with participants on Cc, this only happens when ScriptRunner add-on is installed and active on the Cloud site.
Environment
JIRA Service Desk Application 3.3.0-OD-1000.2313.0
Adaptavist ScriptRunner for JIRA Cloud 1.1.17-AC
Steps to reproduce
- Have ScriptRunner add-on installed and active (No need to start the trial)
- Create a custom field and set a default value for it
- Associate with a Jira Service Desk project screen
- Set an automation to trigger on issue creation to change the value of the custom field to any other than the default
- Send an email to the Service Desk with other customer(s) on Cc to be added as a request participant
Expected behaviour
Issue is created with the request participant(s), updated by the automation to change the custom field value.
Actual result
Issue is created with the request participant(s), updated by the automation to change the custom field value, but in the same action that the participants are added, the custom field value returns to the default value.
Workaround
Add an additional trigger to the automation for Participant added to issue, this will make the rule run again and maintain the desired value.
This workaround will not cause any side effects, it will simply make sure your automation rule run again when request participants are added.
Notes
- The same behaviour will happen with all custom fields changed by an automation on similar configuration.
- The behaviour will happen even if the default value is None
- The issue is not present if ScriptRunner is disabled.
- This issue has also been reproduced in the same conditions as above when adding request participants directly through the portal after ticket is created.