Keep getting 'We couldn't update the Description value' error message

[Mary Inglis]

When I try to save changes to a Jira ticket, I keep getting the error message: 

We couldn't update the Description value

[Kerrie]

Hi Mary

This sounds like the same issue I am encountering and reported here https://community.atlassian.com/forums/Jira-questions/Unable-to-save-Comments-and-Descriptions-that-contain-pasted/qaq-p/3082883 

I have raised a support case with Atlassian as it is affecting a number of users in my organisation. They are investigating but they haven't raised a bug yet  

I have found that if we delete the images and save just the text, then refresh the page, then add the images and save, it then works - I hope this might help you to work around the problem temporarily while Atlassian investigate. 

[Mary Inglis]

Hi Kerrie. Thanks for your message, it's good to know I'm not the only one this is affecting! 

I'll try your work around. Thanks for the suggestion!

[Jasmeet Kaur]

Hello @Mary Inglis 

Welcome to the Atlassian Community!

To begin troubleshooting, I recommend clearing your browser cache or trying to reproduce the issue in Incognito/Private Mode. Sometimes, cached data can become outdated or corrupted, which may affect the performance of Cloud applications.

You can follow the steps outlined in this article to clear your browser cache:
🔗 How to Clear Browser Cache – Atlassian Support

Additionally, check if the workflow property jira.issue.editable is set to false for the current status of the issue, no fields—including the Description—can be edited while the issue is in that status. This is a common cause for being unable to update fields, and it applies regardless of your permissions or the content of the field. 

How to check and resolve:

1. Identify the issue type and the status where you get the error.

2. Go to Project Settings → Workflows.

3. Edit the workflow associated with the issue type.

4. In the workflow diagram, select the status where the error occurs.

5. Click on "Properties" and look for jira.issue.editable.

6. If it is set to false, remove this property.

7. Publish the workflow.

After removing this property, you should be able to edit the Description and other fields in that status. 

If the above steps doesn't help, share the steps you are doing to reproduce the error? Also, add a snippet if possible.

[John Funk]

Hi Mary - Welcome to the Atlassian Community!

Can you share some more information? For example, what are the steps you are doing to reproduce the error? Is this the description for a custom field? Or is this the Description field itself? Screenshot also help!

[Mary Inglis]

This relates to the Description field at the top of each ticket type in Jira.

The issue occurs when I have a reasonably long text content in the Description field, and I try to add in some Screen Shots. I get a pop up at the bottom of the screen with the message:

! We couldn't update the Description value
You can try again in a few minutes, or refresh the page

(Unfortunately, I'm unable to paste screenshots into this field). 

[Mary Inglis]

It seems like I'm able to add additional text to this page, but not screenshots. However, as a tester I need to be able to add screenshots into the Description field.

[John Funk]

So if I understand correctly, if you have a Paragraph field like the Description field, and there is a lot of text in the field, then you can't add an image. But if there is less text in the field, then you can. Is that right? 

If so, I suggest you open a support ticket with Atlassian to find out what the limit is there. 

https://support.atlassian.com/contact/#/