Error pop-up in incidents

Question

Hello everyone,

In all our Service Management projects, there is a small error pop-up in the lower left corner of the screen whenever the incident is opened.

The message appears without context or additional information and disappears on its own after some time.

Since the message appears for all incidents in all projects and I don't receive any further information about the error, I'm at a loss for what else I could investigate to resolve the issue.

Has anyone else experienced this or a similar problem? Are there any ideas from the community?

Edit:

I was able to identify in the page's source code what is causing the error:
{"errorMessages":["Field 'Work category' does not exist."],"warningMessages":[]}

But how can I fix this?

Trudy P Claspill · Answer

Based on a google search the "Work category" field is a built-in custom field associated with Jira Service Management projects. I don't work much with Jira Service Management projects, so I'm offering advice based on what I'm finding in the documentation.

Do you have any work categories enabled in your Service Management projects, as described here?

https://support.atlassian.com/jira-service-management-cloud/docs/add-an-itsm-category-to-any-of-your-service-projects/

If you do, maybe it has not been configured completely. Or maybe it was enabled once and then partially disabled. You might need to review the linked and related documentation to learn more.

Sven_g7sk34 · Answer

Hello @Trudy P Claspill ,

Thank you for your response!

I have reviewed the workflow as you described and could not identify any anomalies.

We use this workflow for two different issuetypes, and the mentioned error occurs with the Incidents, but not with the other issuetype.

I also cannot access the "Work category" field or add/remove it in the issue layout.

Edit:

I've checked the custom fields. I can see the "Work category" field there, but it's locked, not assigned to any project, and in the global context. It appears that I can't find a solution here either.

Perhaps there are still more ideas to explore regarding this issue.

Trudy P Claspill · Answer

Hello @Sven

Have you checked the workflow that is used for that/those issue types in the affected projects?

Check the Create transition in the workflow to see if it has a Post Function that is trying to set the 'Work category' field.

You will have to be a Jira Administrator to check the workflow.