Update to custom field used in multiple forms does not display on all forms

[Charlotte Reynolds]

I have a service desk request type that has a number of forms:

1. Customer Application Form(a form open for the customer to edit on an created ticket)

2. Internal Application Form (an internal form only displayed on the service desk for the service desk agent)

For example, the customer completes and submits the Customer Application Detail form including the custom field "Application Title". 

The Internal Application Details form is then added to the ticket, so the service desk agent can fill in their internal form. This form also contains ALL of the custom fields from the Customer application form along with some additional fields only for the Service Desk agent to complete. The Service Desk agent then submits their internal form. 

At this point the fields are aligned in both forms. However, if I reopen the Customer Application Details form and let the customer make edits, these edits are not displayed in the Internal Application Form. So if they update the Application Title, it won't display the change on the Internal Application form.

Is this expected behaviour? Is there a workaround?

[Marc - Devoteam]

Hi @Charlotte Reynolds 

The situation you present is correct.

the other form used by the Agent is not the from the customer is editing and therefore will not be updated.

How is the customer input placed in the Agent from, using an automation or else?

[Charlotte Reynolds]

The form fields are linked to the same custom field so it initially brings in the customer input, it just doesn't sync after updates from the customer.

[Marc - Devoteam]

Hi @Charlotte Reynolds 

But when a form is submitted, this is a action time based and this will not edit other submitted forms.

If form fields are linked to custom field, the custom fields will change value but a form is not being changed.

[Charlotte Reynolds]

Thanks for confirming this is expected Jira behaviour. 

[Marc - Devoteam]

Hi @Charlotte Reynolds 

Please accept my answer as a solution, if my answer helped to solve your request.

This will help other community member trying to solve the same.