Getting error while using the jira application_Field 'customfield_10247' cannot be set

[Lokesh Vasu]

Hi Team,

We are getting an error like Field 'customfield_10247' cannot be set in the jira application.

Is there any solutions for this. 

[Lokesh Vasu]

Hi @Nic Brough -Adaptavist- @Trudy Claspill 

Could you please the attached image. 

Have attached the full text of the error message. 

[Nic Brough -Adaptavist-]

Ok, that narrows it down a lot.

As the message says, it is either not on the screen, or unknown, and there are two ways to do that.

The "not on screen" message tells us that you have a custom field that is set to be mandatory, with that ID that is not on the create issue screen.  One of your admins has removed it from the screen, or made it mandatory in the field configurations without adding it back to the screen.

But the use of the customfield_##### points towards "unknown" being more likely.  In this case, the way to do it would be to create a validator on the workflow that checks that the field is filled.  That would normally give you the name of the field rather than the internal unique id of the field.

So I suspect that one of your admins has removed the custom field in the message, but not edited your validator so that it no longer does the check.

You will need to ask your Jira admins about the field, see if it still exists, is valid for your project, and whether there is a validator that references if it is missing.

[Lokesh Vasu]

Hi @Nic Brough -Adaptavist- 

But, We didn't get any errors like Field 'customfield_10247' cannot be set while raising the ticket in the jira mobile application means only in the web browser we are getting an error. 

[Nic Brough -Adaptavist-]

That suggests the validator can detect the mobile app and ignore the requirement to set the field.

[Lokesh Vasu]

Hi @Nic Brough -Adaptavist- 

So, What is the exact solution for this. What changes we need to do to get it resolved in the jira web browser.

Please tell me the modification which we have to do and where we need to change respectively. 

Also, We raised the ticket for this support.

Could you please check once and share the comments there also.

Ticket Number: JST-963913

[Nic Brough -Adaptavist-]

Again, the Community is not support, we are a load of people interested in Atlassian stuff who try to help where we can.

We can not see anything you raised with Atlassian support.

The "exact solution" is that your admins need to look at the configuration of your fields and your workflow, as explained earlier.

I do not know that I am right about a validator, there is too little information, but it is where I would start looking.

[Lokesh Vasu]

Hi @Nic Brough -Adaptavist- 

Please look into this once. Our admin raised the ticket 

Have attached the image for your reference.

For this, Is there any separate team there to check. 

[Trudy Claspill]

@Lokesh Vasu 

Nic has said more than once that we are not Atlassian support agents. We cannot access your ticket. We cannot access your Jira instance. 

You will have to wait for Atlassian support agents to respond directly to your administrators through that ticket.

Your administrators can share information and access to your system with Atlassian support agents through that ticket. The Atlassian support agents will provide additional information to your administrators concerning how to resolve the problem.

[Lokesh Vasu]

Hi @Trudy Claspill 

Is there any update on this request?

[Trudy Claspill]

Hello @Lokesh Vasu 

Welcome to the Atlassian community!

What action are you taking in Jira when you get that message?

[Lokesh Vasu]

Hi @Trudy Claspill 

We didn't taken any actions for this. 

Why this error occurs and could you please provide me any solution for this. 

We not sure why this error throws up. 

[Lokesh Vasu]

Hi @Trudy Claspill 

Also could you pls share any support email id of the jira team so that we will do communicate in email 

[Trudy Claspill]

Hello @Lokesh Vasu 

You must have executed some action. Error messages don't just display spontaneously. Did you navigate to a particular screen? Did you try to change the status of an issue? Did you edit another field?

A support case can be opened directly with Atlassian support by your Jira Administrator at 

https://support.atlassian.com/contact/#/

[Nic Brough -Adaptavist-]

If you can tell us what you were doing when the message occurred, then we might be able to tell you.

For example, the error is one I associate with you making a REST call to create or edit an issue that has a create or edit screen that does not include the field.  If it is that though, there is more error message that would be useful to see.

[Lokesh Vasu]

Hi @Nic Brough -Adaptavist- 

Could you please reach us via email

our email id: ithelpdesk@worldtabletennis.com 

Am unable to attach the video here. Because, If i added the video means you will be able to understand these clearly.

We are newly implementing the jira in our organization so that all the users will be raising the ticket in the jira for that we are doing the testing for the multiple functions. During that time while raising the ticket for testing one function we are getting the error. 

[Nic Brough -Adaptavist-]

We don't need a video, we needed you to tell us what actions you are taking that trigger the message.

You say you get it when creating an issue, so that's great.  Can you tell us:

• Is it happening for one issue type in the project, or all of them?
• Is that the full text of the error?  Is there any more?  (A screenshot of the error box would be ideal, but just the full text in the box should be enough)
• When you are on the create screen, are there any fields marked with a * for mandatory, other than summary?

Given it's create, the most likely thing causing it is that you've got a broken validator on the create transition, but it could still be a post-function too.  We need to see the exact full text of the message to confirm that.

But you could check for yourself.  Edit the workflow for the issue type, and click on the transition from the initial grey circle to the first status in the workflow.  A box with tabs for validators and post-functions should appear, and click on both of those to see whether there are any.  If there are, have a look at what they are doing.

You may need to swap to the old editor to see this.

[Lokesh Vasu]

Hi @Nic Brough -Adaptavist- @Trudy Claspill 

Shall we arrange a call for this. 

We will connect either google meet or else ms teams. 

[Nic Brough -Adaptavist-]

The Community here is not support.

On my part, I only do support calls as part of a Consultancy engagement, or for Adaptavist products customer success.

If you could give us the full text of the error message, we might be able to tell what the problem is and walk your Jira admin further down the path towards it.