Report states Custom Field is not on the appropriate screen even when associated to all available screens

Owned by Ryan Clifton
Last updated: May 16, 2024
1 min read

Summary

When the reports states that a Custom Field cannot be set due to it not being the correct screen even when the Custom Field has been associate with all available Screens then this could mean that the JEMHC addon user does not have the correct Product access for that Project.

Error message:

Below is an example error message that will be shown.

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 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.

Note:

  • You may encounter JEMHC re-use Trial check if you attempt this after your trial has been used, e.g. 3 months after JEMHC was first installed. If you encounter this, then contact PPL Support to get this resolved.

  • Your configuration/data will not be removed, as this data is stored for 30 days in case you decide to re-install.

The previous fix for solving issues related to JEMHC Addon User Product Access, was to manually set the product access for the JEMHC Addon user. However, recently Atlassian made a change that prevents this from occurring.