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Issue View fields change overnight

Susan Waldrip

Hi, I'm setting up Issue View screens for request types in a new project. Multiple times, I complete all the Issue View screens for them and finish for the day, then open them the next morning and the fields have changed -- they're in the wrong sections (Description, Context, Hidden when empty), and some fields I removed are back again while others I added are gone and I have to go back into the Field Contexts and set them up again. This keeps happening and it's a huge waste of time redoing work, I must have something wrong in the configuration but I can't find it. Anyone know what's going on?

Comments

Dave Mathijs

Hi @Susan Waldrip That's some strange behaviour you have there.

Some additional questions:

Are you working in a company-managed or team-managed project?
Are you aware of the difference between screens (within a screen scheme, added to an issue type screen scheme) vs. issue layout. See Customize the field layout of your issue view.
Have you experienced this issue from the start of the config or recently?
How many people have the necessary permissions to change the configuration? Are you sure that no one else is undoing your change, either in admin or at project level?

Robert Condon

Are you the only admin?

Sounds like this is either a team managed project or there is a shared Issue layout/Screen Scheme

You (or a Jira admin) can check the audit log at System Settings>Audit Log

Susan Waldrip

Hi @Dave Mathijs , thanks for your questions:

Are you working in a company-managed or team-managed project? -- all our projects are company-managed
Are you aware of the difference between screens (within a screen scheme, added to an issue type screen scheme) vs. issue layout. See Customize the field layout of your issue view. -- I *thought* I was aware of screens vs issue layout but I'd be up for reviewing that
Have you experienced this issue from the start of the config or recently? -- this has been happening for over a month now and with multiple projects, although I think I've gotten the PROD projects settled down (this is a brand new instance of JSM, hasn't been released yet but deadline is looming)
How many people have the necessary permissions to change the configuration? Are you sure that no one else is undoing your change, either in admin or at project level? -- I'm the only Jira and Org Admin working on the JSM right now, so it's "all me" on screwing this up! :-)

Susan Waldrip

Hi Robert, I am the only Jira/Org admin and you are correct that this TEST project shares screen scheme, field config scheme, field config, etc. with the PROD project since both should be exactly the same and the only people testing will be customers and agents/users -- neither of which has permissions to change the JSM configuration. The two projects are not sharing an Issue layout, I had to recreate that when I cloned the TEST project from the PROD project. That's why I wonder if I've mis-configured something and maybe they're conflicting??

Dexter de Vera

Hi @Susan Waldrip ,

Project administrator can also change the layout of request type of the specific project. Can you show us theon project that have changes - project setting - people - if there is a adminitrator role in project.

Susan Waldrip

Hi @Dexter de Vera , thanks for your question. I am the only administrator for the site at the moment, but I'll keep that in mind when I train some project admins!

Dexter de Vera

Your the only 1 Jira/org/site administrator but it seems there are other user assign as project administrator in that project. Either 1 of the project admin of that project update it or you forgot to save changes.

Susan Waldrip

Hi, I'm following up on this question because I'm still having the problem:

I've set up the Request Form and Issue View form with the fields I need:

Issue View set correctly 1.jpg Issue View set correctly 2.jpg

After I go off to work on something else for a while (or overnight), when I open the Issue View again it looks like this:

Issue View resets itself 1.jpg

Issue View resets itself 2.jpg

I have reset these (and fields on the Issue Views of every Request Type in multiple projects) so many times, only to find that this has happened again. I've checked the Issue Type Screen Schemes' screens, Field schemes, Custom Fields lists, and field lists for Issue Types, all fields are available to the screens that should be. I'm guessing I've misconfigured something but can't figure out which screen it is or if I've configured multiple screens that are undoing each other. If you're familiar with this problem or have a good idea what this might be, I'd appreciate your guidance. Thanks!

NoName_ffzb3m

Did you ever get this figured out? Mine does the exact same thing and I'm the only one changing anything. I've re-done it about 10 times now and don't understand why certain built-in Jira fields keep getting re-added or moved around in the issue views.

Mine is also a brand new setup and I don't want to roll this out yet until this issue is resolved. No one is making these changes manually, this occurs after a few hours or overnight here as well.

Susan Waldrip

Hi @NoName , my problems went away when I did two things:

I removed the tabs on the Issue View screen (i.e., the Agent screen), which may not be causing this problem so I'd try that last if you already have tabs set up; and
I went into every Issue Type Screen Scheme screen (Create, Edit, and View or Edit/View) for every issue type and made sure all the fields were in the closest order possible to the way I was ordering them on the Request and Issue View screens.

Once I did these two things, I've had very little trouble but I do still "lose" a field here and there on occasion. Hope that helps!

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