REST API get custom field values

[Glen Dayton]

I have administrator access to my JIRA projects, but not global administrative access.  I'm using Basic Authentication with a HTTP header.

So far, so good, except many of the custom fields contain the value

customfield_12130:[errorMessage:The action performed required a logged in user. Please log in and try again., i18nErrorMessage:[i18nKey:sd.admin.servicedesk.error.authenticated.user.required, parameters:[]]]

Other custom fields actually contain useful values.

On the JIRA issues search pages I can see the custom fields just fine.

Why can I see some custom fields but not others?

[Steven F Behnke]

What endpoint are you using? What account are you using? What field is that field?

[Glen Dayton]

I'm using my company's Jira Server (not the cloud): https://mycompany/rest/api/latest

I see the error both with /issue and /search.

A friendly sysadmin just gave me temporary global admin access so I can see the definition of the custom field.  The custom fields that are having trouble are "Time to Resolve" (customfield_11257) and "Response Time" (customfield_11930).  I'm using my own account on the client side.  While I temporarily had global administrative access I saw the problem custom fields in question were added by Service Desk and they are locked.

Perhaps this is a bug on JIRA's part that we can't query the custom field values Atlassian provides.

[Steven F Behnke]

Is the account an agent? Is there an endpoint in service desk specifically for sla fields? 

[Glen Dayton]

Not an agent, purely client-side (it actually a groovy script using the java-like RESTClient module).

There is a specific endpoint for service desk SLA:

https://docs.atlassian.com/jira-servicedesk/REST/3.6.1/#servicedeskapi/request/{issueIdOrKey}/sla

I believe that may be my problem.  I'll give it a try.

[Steven F Behnke]

Agreed. An account must have agent status (licensed and in the Team role for that project) to retrieve SLA values. 

I believe the service desk endpoint is the workaround but I haven't used it myself.