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problem after deleting custom field


in my Jira Service Project, i created a new custom field with the dropdown type in place of the radio button, so i unchecked the old custom field from the fieldscreens that i used before and replaced it with the new custom field. Now  i get the following problem:

How can i fix this problem!jsd_error.jpg

6 answers

1 vote
Jack Community Leader Jun 21, 2018



@Rachid Amajoud, you can reach out to Atlassian here. This assumes you have something other than a starter license (10 users). I will try to assist here in the community a bit later if still needed. Please update this thread if you do open a case with Atlassian. 

@Rachid AmajoudThe  new custom field have you  set  values for it ? and this field which  has been  shown  on the screen   that  says  it has no  values is it the new one  ?

Hi Thomas, it is the new custom field with the same 'fieldname' the only difference is that the fieldtype isn't a radiobutton but a dropdownbox. The values are the same.



 I get this error when i want to edit the request types in JSD.




@Rachid AmajoudI think  you  should perform  re-index ( back-ground  preferred) 

Note this could take more time depending  on  how large is  your instance.




i just started the re-index process, i hope it will solve this problem!



Hi Thomas,

re-index process finished, but the problem is still there. :-(

Other options?




@Rachid AmajoudIts  clear  so  please  click  the link  at  the end " add values to  field to fix  all  request forms"so  you  must  add  values  to the new field .

Hi Thomas,

that's what i am trying to do, adding this field to the forms, but when i cllick the edit button on the request forms, i get this error on a blank page, not possible to add something. In addition a video about the issue.



@Rachid AmajoudI have seen  the video,  could you  check all field configuration of these screens ,  is this field   required or  optional ?

the field was required!

@Rachid AmajoudSo  make it optional  and try  again  lets see.

Thomas, how? i think the setting to make this optional is on the setting page of the request type pages, when i open this, i get the error as you can see on the video.



@Rachid AmajoudYou can  make it optional in  field configuration,   when  you  click  on the  field configuration  used by  this screens you  will  see the optional  option.


indeed i did that too, but nothing changed! :-(

@Rachid AmajoudDid you  do  only  project re-indexing  or  Whole system re-indexing ?

whole system re-indexing.

Now i did a project re-index too. No difference.

@Rachid AmajoudYou must  have deleted the wrong  field You  may  want to  raise  a  ticket for this one in  atlassian   support  


Good Luck.!


I deleted the correct custom field, but i did this when they were still requierd on the resuest type pages. I need a way to make them optional on that page!



@Rachid AmajoudI  know I saw the video :  this  makes  it the wrong custom  field because it is required when  you deleted it. Now i am  wondering  how you  could do it from  Database clear record of the old one,  but we don't know custom_field Id.

Could your recover you  Jira instance from  back_up ?

at this moment isn't an option :-(

s it possible to do just a role back of the Jira Service Desk project?

can we setup a teamviewer session, so you can take a look?

@Rachid AmajoudThis is a community,   you  might need to  wait  and see may  be some one has   an answer to  your problem  which  i can  not  figure out at  the moment, in  as much  as  i  will  love  to  help  but  i am  at  place  of work  now  and if its  really  critical  for you to  fix this   then  please you  should highly  consider atlassian   support .


Best regards,

I wish  you  best of luck.

Okee thx a lot Thomas!




How do  I get support from Atlassian?

0 votes
Andy Heinzer Atlassian Team Jun 21, 2018

Hi @Rachid Amajoud I created a support request on your behalf, please see for more details.

Jack Community Leader Jun 21, 2018

Thanks Andrew!  I was just getting back to this thread.

@Rachid Amajoud, please update this thread once you get your answer.

thx guys, i found a solution! I just made new request forms and there are no problems with older requests! I can change the status of older requests without any problems.



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