Page Comparison

...

Issue couldn't be updated running as [accountId=xxxxx]. Retrying without user impersonation. Error: xxxxxxx.atlassian.net. Field 'customfield_xxxx' cannot be set. It is not on the appropriate screen, or unknown.

Solution

The solution for this is to manually grant the JEMH application user access to the JSM/Software Product. However, since the application user is hidden from User Management page it means that you have to follow the steps below to access the JEMH application user profile to grant them access:

1. Go to JEMH > Tools > User Finder and search for “Enterprise Email Handler for Jira (JEMH)”. Copy the Account Id as this is needed later.

2. Go to (cog) > User Management > Users and select “Show Details” on a random user.

3. Modify the URL by removing all of the digits after “users/” and replace this with the copied Account Id for “Enterprise Email Handler for Jira (JEMH)”.

Below is a screenshot of a example URL. The orange rectangle is the section of the URL that needs to be changed.

...

Once the above steps are complete you will have access to the JEMH application users Profile and you will be able to grant this Application User access to the required Products (JSM or Software) by pressing “Add Products”.

Once completed the Application User Profile will look similar to the below example:

...

go to Manage Apps and uninstall JEMHC and then re-install JEMHC. As this will re-create the JEMHC user which will grant them the relevant product access.