Flagging an item not working in 1 project

[Anneke Steenbrink]

We are working with JIRA for quite a while now. And we also intensively use the flag option. For multiple of our projects this is working fine. Except for one. And we cannot figure out why this is the case. I checked this solution https://confluence.atlassian.com/jirakb/flagged-issues-do-not-get-marked-as-flagged-in-jira-agile-boards-781398730.html but I don't have an option to edit the flagged field since this one is locked. 

On this project I have the option to flag an item. Once I add a comment and click add the comment is added to the issue. But the issue is not flagged.

Hope someone can help!

Regards,

Anneke van der Weijde.

[Angélica Luz]

Hello Anneke,

Thank you for reaching out to Atlassian Community!

Just for us to better understand and help you with this issue, we need more details about the project.

Can you please let us know if it’s a next-gen or classic project?

If it’s a classic, are you using the new issue view or the old view?

Was this issue happening before when the project was created or it started recently?

The documentation you mentioned is for Jira Server, that’s why it won’t work.

Please, let us know more details and information about the issue, so we can test here to check if it’s a bug.

Regards,
Angélica

[Anneke Steenbrink]

Hi Angélica,

Thanks for your reply.

Can you please let us know if it’s a next-gen or classic project?

I think it is a classic project. Since I can choose between a new issue view or the old one. Where can I check?

If it’s a classic, are you using the new issue view or the old view?

For the issue this doesn't matter. I try to flag the issue by right clicking on the board and select 'Add flag'

Was this issue happening before when the project was created or it started recently?

From my understanding this has never worked on the project

Hope this helps!

Regards,

Anneke.

[Angélica Luz]

Thank you for the details, Anneke.

I’ve searched and tested here and it looks like the field is hidden on this project. I found a ticker on our support channel and the customer had the exact same issue and to fix this it’s necessary to unlock the field in the database to make it visible.

In order to access the database, it’s necessary to create a ticket with our support, so they can unlock this field, access the instance to make it visible and then lock the field again.

I see that you are not the site-admin of the instance, so you can’t create the ticket and also I can’t create the ticket on your behalf. 

Please, talk to your site-admin to create the ticket and add you as a participant, so you can access and comment on the ticket.

You can link this question for them to know and also the documentation that contains the steps:

• Unlock a locked Jira Software custom field