I can not add a custom field to a Jira ticket from Grafana. What am I missing?

[Dennis Murphy]

I am working on triggering a creation of a support ticket from a Grafana alert contact point. I am able to create the ticket on its own however when I try to set the the Support Priority I get the following error. 

failed to POST request to "issue": webhook failed validation: unexpected status code 400: {"errorMessages":[],"errors":{"Support Priority":"Field 'Support Priority' cannot be set. It is not on the appropriate screen, or unknown."}} 

I used a standard API token for this. The Support Ticket creation screen can be seen in the screenshot with Support Priority.

[Arkadiusz Wroblewski]

Hello @Dennis Murphy 

In Grafana, Jira custom fields usually need to be passed by the field ID like customfield_12345, not by the field name. So even if Support Priority shows on the Jira create screen, Grafana still may not set it unless the correct field ID is used.

If that part is already correct, then the next thing to check is whether the field is actually available for that exact Space + Work type create context.

https://grafana.com/docs/grafana-cloud/alerting-and-irm/alerting/configure-notifications/manage-contact-points/integrations/configure-jira/ 

[Dennis Murphy]

I still receive the same error when using the custom field id and the field can be seen in the Space + Work type context in the first screenshot under summary

[Arkadiusz Wroblewski]

@Dennis Murphy 

Then your best choice will be Address that directly with Grafana.

[Dennis Murphy]

But this appears to be a issue with JIRA?

[Arkadiusz Wroblewski]

Yes but they also Autor this Instructions how to integrate that, so should be able to help you with Troubleshooting.