Automation - Custom field value trigger does not trigge

[Dmitry]

We have a custom field that's added and changed by an app "Customer Satisfaction Survey for Jira".

Here is an example of the field and how it looks like in Jira:

The field value is updated, but we don't see this in the Issue history.

That is automation with a field value change trigger does not work in this case.

The change itself can be tracked through JQL the scheduler, but we need to get up-to-date data on issue.

I would like some advice on how to get this trigger to work.

[Stefan Salzl]

Hi @Dmitry 

it seems kinda „special“ that the change doesn‘t even occur in the issue‘s history.

As this is a specific change by an app and not „native“ jira i would recommend to reach out to vendor‘s support to clarify how fields are changed (technically) and why those events are not fetched by the jira engine.

Best
Stefan