Lexorank issue

[psbooks]

Hi

I get an error when trying to delete or move any task/item between Jira Core and Service Desk.  I have followed the guide here.

The propertyValue in the SQL DB is [10205] but there is no RANK custom field with that Id in the LexoRank Manager.

As suggested by the help article, I am now contacting you to see if you can assist please.

"If Step 2 returns a different FIELD_ID than the custom field ID from Step 1, then it means that the balancing was done a Rank field that is not being used by JIRA. We will need to modify the property entry to switch to the correct rank field. Please contact Support for this."

[Andy Heinzer]

Could you let me know the results of this other query first?

SELECT propertynumber.* FROM propertyentry 
JOIN propertynumber ON propertyentry.ID = propertynumber.ID 
WHERE property_key = 'GreenHopper.LexoRank.Default.customfield.id';

Basically, I want to see what the id value in this query, because it will tell us the ID number that we need to look for when updating the propertynumber table's propertyvalue field.

Once we know that, I believe the solution here is going to be to

1. first create a SQL backup of your Jira data
2. remove all the other rank fields per that KB or per How To Remove Duplicate LexoRank Fields.  except for the rank field with the id of 10704
3. We can then run a specific SQL update for that propertynumber.properyvalue, which I should then have the correct syntax for you once we know the results of this other SQL query
4. At which point you can then restart Jira

The restart of Jira is important here because we will have made changes directly to SQL and we need to make sure we can clear Jira's caches, and this gives the Jira Software plugin that handles the ranking a chance to reset itself and hopefully find the correct default rank field to use.

[psbooks]

SQL Export: 

ID propertyvalue
12457 10704

This did use to say '10205' as per the screen shot but I amended SQL to show the 10704 value

As for the solution. removing the other rank fields is not possible as they are all LOCKED.  I assume there is a way around this too?

[Andy Heinzer]

Ok, yes.  That first KB makes reference to another KB called How to unlock a locked Jira software field.  This KB has specific SQL you can run while Jira is running in order to unlock those duplicate fields.  Once that is done you can actually then delete those fields from within the Jira web UI.

After you do that, I would recommend that you restart the Jira application.  From there return to the lexorank management page and see if you have but a single rank field now.  If you do, then try to delete a test issue and see if that works as expected.