Summary

When using "Issue created" actions with issues created with Proforma, these issues either fail or aren't triggered.

Webhooks and automation rules triggered for the event don't contain the form data, or might not be triggered at all (in cases of JQL filtered webhooks).

Cause

Proforma is designed to update the issues after they are created.

All of the form data is added as an issue update.

Solution

Here are the proposed solutions:

1. Make sure the issue is created with the desired properties/custom fields already set.
   For example, add it to the JSM request type and remove it from the form.
2. Use the issue updated/changed event instead.
   1. For Automation Rules, please follow the KB below instead:
      1. Automation Rules for Issue Created trigger are not working when using Proforma fields
   2. For native webhooks, a JQL filter for issues created in the last few minutes (like created > -5m) could help filter the desired issues