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Duplicate "Time to resolution" fields?

Aaron Morris_49u8f7

Hi All!

I just discovered that my Jira Cloud site has two fields labeled "Time to resolution." Jira Service Management created both. No other SLA fields appear to be duplicated.

Please take a look at the screenshot below.

My questions are:

Is this expected?
If not, can this be fixed? I can't remove or relabel either of the fields, as the system locks them.

Thank you for the help!

Screenshot:

Time to resolution.png

Accepted answers

Aaron Morris_49u8f7

Follow-up: Atlassian Support provided instructions for fixing the issue. I'll share the instructions here in case they're helpful to someone else in the future:

From Atlassian Support:

I found a related public knowledge base article that may help answer your questions: Duplicate SLAs in Jira Site Causing Automation Error.
In summary, the duplicate fields occur when you add the Jira Service Management product to your Jira instance. The ITSM Sample Space Service Project is created by default, which also has a "Time to Resolution" field. This results in two "Time to Resolution" fields being created simultaneously.
You can resolve this issue by either deleting the SLA manually from the Sample Service Project or, if the duplicate SLA is not in use (which is probably your case), you can delete it from Settings > Products > Jira Service Management - Configuration.
Please refer to the KB article for a more detailed explanation, screenshots, and steps to resolve this issue.

So, the root cause was I had an unused SLA field lingering from the since-deleted ITSM Sample project. Because the project was deleted, I used the second resolution provided by Support:

Settings --> Products --> Jira Service Management Configuration --> Clean-up

JSM Clean-up feature.png

Thank you to @Trudy P Claspill and @Andy Heinzer for helping this along!

All comments

Trudy P Claspill

Hello @Aaron Morris

I don't think this is normal. I don't see the same in my own Jira SW/SM Free instance.

Did you migrate any data into this instance from another instance?

If you click on the Actions/... button for each field and hover over the X option, the field ID should appear in the URL at the bottom of your browser. What are the IDs for these two fields?

Screen Shot 2023-09-01 at 4.48.04 PM.png

Aaron Morris_49u8f7

Hi, @Trudy P Claspill -- Thank you for the help! The two field IDs are 10076 and 10080.

Edit: Sorry, I failed to answer your first question. No, I didn't migrate any data into this environment.

Aaron Morris_49u8f7

More info:

Using the REST API, I was able to confirm that customfield_10076 is used by JSM, while customfield_10080 is not in use (contains null values).

Of course, the "Locked" status is enforced by the API, too, and so I cannot delete the extra field this way. It returns an HTTP 400 error with a "Field is locked message."

The problem the extra field is causing--and the reason I discovered it--is that it's disrupting a third-party integration which is accurately detecting the unexpected duplicate field label.

Trudy P Claspill

Since Jira admins can't do much with locked fields, and since you are on the Free version, I am going to escalate this thread to the Atlassian team to see if the Support team can help you out.

Andy Heinzer

Hi Aaron,

I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-912592

I expect that our support team will want to take a closer look at your environment to assess the situation here so we can better help.

Andy

Aaron Morris_49u8f7

Thank you! I'll follow-up inside the ticket.

Aaron Morris_49u8f7

Follow-up: Atlassian Support provided instructions for fixing the issue. I'll share the instructions here in case they're helpful to someone else in the future:

From Atlassian Support:

I found a related public knowledge base article that may help answer your questions: Duplicate SLAs in Jira Site Causing Automation Error.
In summary, the duplicate fields occur when you add the Jira Service Management product to your Jira instance. The ITSM Sample Space Service Project is created by default, which also has a "Time to Resolution" field. This results in two "Time to Resolution" fields being created simultaneously.
You can resolve this issue by either deleting the SLA manually from the Sample Service Project or, if the duplicate SLA is not in use (which is probably your case), you can delete it from Settings > Products > Jira Service Management - Configuration.
Please refer to the KB article for a more detailed explanation, screenshots, and steps to resolve this issue.

So, the root cause was I had an unused SLA field lingering from the since-deleted ITSM Sample project. Because the project was deleted, I used the second resolution provided by Support:

Settings --> Products --> Jira Service Management Configuration --> Clean-up

JSM Clean-up feature.png

Thank you to @Trudy P Claspill and @Andy Heinzer for helping this along!

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