Unable to edit user selected field after ticket submission.

[Jeren Wunder]

We are migrating our Help Desk into JIRA and I have run into an issue I cannot seem to figure out a solution to.  For example, when a Manager is selected in an Onboarding ticket and then the ticket is submitted, the tech team is unable to edit that selection.  The user is also unable to edit what they chose in that location.  This also happens in our Approval fields for Purchase Requests.  This also happens if the field is left blank, we are unable to edit it. I am hoping there is a setting or permission I just need to enable to do this.  I am attaching a few screenshots of the fields I am talking about in case I am explaining it poorly.  Included is an approval that we are unable to edit, yet the error says no one has been added.  Thank you for any help!

[Raphael Lopes · Accepted solution]

Hi and welcome to the Community,

This is a common situation when migrating to Jira Service Management, especially with user picker fields like "Approvers" or "Manager". These fields have specific behaviors and restrictions depending on configuration and permissions.

Here’s what you should check:

1. Make sure the field is on the correct screen
Even if the field appears on the portal or request form, it must also be present on the Edit Screen of the issue type.

Otherwise, users won’t be able to update it after the ticket is created.

Go to Project settings → Request types → [your type] → Request form, and also check the Screens scheme for that issue type.

2. Check the “Edit Issues” permission
Only users with the “Edit Issues” permission can modify fields after issue creation.

Go to Project settings → Permissions and confirm that your technical team (or relevant roles) have that permission.

3. “Approvers” field behaves differently
The default Approvers field has special behavior:

• It can only be edited by Project Admins, or
• Users with permission to Manage Approvers, or
• Through automation rules

If the field is empty at transition, Jira may require it — but won't allow editing unless it’s visible on the screen for that transition or edit.

4. Recommended workaround
If you want the support team or reporter to edit the value after submission, consider:

• Using a custom user picker field (if it’s not for approval logic)
• Ensuring the field is added to all required screens (Create, Edit, View)
• Assigning proper edit permissions
• If it’s an Approvers field, use an automation rule to set it dynamically

I hope help you!!

[Jeren Wunder]

I appreciate your info... but I am totally lost.  I am brand new to JIRA and trying to even find the stuff you listed has been difficult.  Let me try to relay my first issue here.

I can get as far as the Request Form but then I have no idea where the "Edit Screen" is.  I am not sure how to do that.

[Jeren Wunder]

@Raphael Lopes Thank you.  I was able to figure out how the screens worked and got them added to the correct spot.  It now works!  I appreciate your help!

[Raphael Lopes]

How nice to be able to help!!