Customer Request Type Name can't be copied into another field in Jira 7.2.5

[Lukas Janssen]

Hello Fidel,

a customer of ours is using the Jira Workflow Toolbox to set the summary of an issue automatically after creation. Specifically, he uses the Postfunction "Copy Parsed Text to field" in the create transition to complete the summary of a Service Desk Issue.

The Postfunction is configured to copy the name of the field "customer request type name" into the summary, which was working fine in Jira 7.3.2. After he updated Jira and Jira Service Desk, however, the summary field remains blank. Other fields can be copied without any problem.

Here are the details of the systems: Jira 7.5.2 Jira Service Desk 3.8.8 Jira Workflow Toolbox 2.2.44

Is this behaviour known and can it be resolved?

Kind regards, Lukas

[Fidel Castro Armario]

Hi @lukas_janssen,

Can you, please, attach a screenshot with the post-function's tab of the transition? I want to see all the post-function being executed in that transition.

[Lukas Janssen]

Hi Fidel,

thanks for your answer. Here is the screenshot.

Please let me know, in case you need more information.

Cheers, Lukas

[Fidel Castro Armario]

Hi @lukas_janssen,

We will investigate why the problem has arisen after update, but it's never a good idea to set a same field (in your case Summary) more than once in a same transition.

I propose you to do the following changes:

1. Use "Ephemeral string 1" at parameter target field in post-function 4 and 5.
2. Use "Ephemeral string 1 instead of "Summary" at parameter "Text to be parsed..." in post-function 5.
3. Add a new "Copy a parsed text to a field" after post-function 5 for copying "Ephemeral string 1" into "Summary.

Look at the screenshot:

[Lukas Janssen]

Hi Fidel,

thanks for the insight. I will get in touch with the customer and change the postfunctions as recommended.

Cheers,

Lukas

[Lukas Janssen]

Hello @fcarmario,

do you have any news for the bug?

Cheers Lukas

[Fidel Castro Armario]

Hi @lukas_janssen,

I have still to investigate the problem, but it's very possible that we can't do anything because it's might be caused by a limitation in JIRA API.

Did the workaround I provided to you work?

[Lukas Janssen]

Hi @fcarmario,

the workaround is a very good idea and it's a feature I did not know before. However, the field can still not be set with the workaround.

Cheers,

Lukas

[Lukas Janssen]

Hello @fcarmario,

I did a test today on two Jira systems. The first one on a Jira 7.3.4 with Jira Service Desk 3.4.1 and Workflow Tool Box 2.2.44. It is possible to copy the name of the field (copy parsed text to filed post function) "customer request type name" into another field in this system. However, with a Jira Version 7.5.0, a Service Desk 3.8.1 and a Workflow Tool Box 2.2.43 it was not possible to use the field "customer request type" and copy its value to another field. It seem that after the update to Jira 7.5.x it is not working anymore.

Do you have any news yet, weather this is a problem the API of Jira or can be fixed in the Workflow Toolbox?

Cheers,

Lukas

[Rian Spivak]

I am experiencing this issue as well. Has there been any information about this particular issue. Does anyone have any workarounds for this particular issue? We are trying to align the customer request type with another custom field in the system. If a user changes one (either request type or the custom field) it should change the other.