"Forms submitted event trigger could not retrieve the issue for further processing" error in Automation

Summary

Find out how to resolve the "Forms submitted event trigger could not retrieve the issue for further processing" error in your automation rule audit logs and understand its cause.

Diagnosis

In an automation rule that uses the Forms submitted trigger, the rule doesn't run successfully and displays the following message in the Audit logs:

Forms submitted event trigger could not retrieve the issue for further processing.

Cause

The rule actor is missing permissions

The Automation rule's Actor doesn't have permission to view or edit the particular work item where the Form is attached, or they don't have access to the request because of a work item security restriction.

Solution

Ensure the rule actor has the right permissions

Identify the Automation rule Actor in the Rule details tab, under the Owner field. By default, the actor is the built-in user Automation for Jira, but it's possible to set it to a specific user on your site.

Fix project permissions for Automation for Jira

The built-in user Automation for Jira gets project permissions via the project role atlassian-addons-project-access. To fix it, check the steps and more details about this in: Automation Rule Actor Missing Permissions in JSM Cloud.

Fix project permissions for a user

In case the rule actor is a particular user, ensure the user is added to a Group, Project Role, etc, that has the Browse Projects and the Edit Issues permissions within the Project Permissions.

Fix work item security problems

Go to the service project's Issue security (Work item security) section (Project settings > Access > Issue security) and make sure the rule actor is granted access to the Security Level that can browse and edit the request.

• If the rule actor is Automation for Jira, add the project role atlassian-addons-project-access.

• If the rule actor is a user, ensure the user is part of a group, project role, etc, that grants access.