Can't Updat Issue Heirarchy

[Lynn Squire]

I am trying to update our issue heirarchy and it says that it is unavailable. I tried contacting support to fix but it just directs me here. How can I update these? I want to swap out the Feature and Epic levels so Epic is the highest and Feature is L2.

[Mathias Richter]

Hi @Lynn Squire - unfortunately it is not possible to swap L1 and L2 easily. The reason is that the lower 3 hierarchy levels are fixed and you can just add and swap levels above those.

Nevertheless, what you could do is rename the issue types in your environment. You could rename the current "Epic" Jira Issue type into "Feature" and rename the current "Feature" Jira issue type to "Epic" or something else.

Those two links explain, how to rename the Epic-level and how to rename an issue type

https://community.atlassian.com/t5/Jira-Software-articles/Beyond-epics-Flexible-naming-has-landed/ba-p/2609733

https://support.atlassian.com/jira-cloud-administration/docs/add-edit-and-delete-an-issue-type/

[Lynn Squire]

Thanks. Another issue is that it's locked now and won't let me save or change it. When I go to submit a ticket like the error says, it only takes me here. 

[Mathias Richter]

To submit a support request you can go to: https://support.atlassian.com/contact/

Note: Normal users cannot open tickets with our support team, but org admins or site admins can create tickets for an Atlassian Cloud site. 

[Lynn Squire]

Thanks. I am an org admin but it doesn't allow me to submit a ticket. It says for me to get with my org admin and have them submit a ticket. Perhaps because we are on a 30 day trial license? It also doesn't recognize our product right now. 

[Mathias Richter]

Hi @Lynn Squire - that is correct, Atlassian's support offerings are tight to a paid package (as per: https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html). 

To change the hierarchy setup you also need at least a Premium (trial-)subscription of Jira Cloud. I assume that you have a Premium subscription trial right now?

I also found this related bug ticket that got resolved a couple of days ago: https://jira.atlassian.com/browse/JSWCLOUD-26328

If you have a Premium trial subscription and if the problem still occurs, I would recommend commenting on this ticket to make sure, the team is aware that the issue is still occurring in your environment.