Why can't I edit the request type fields?

[Jennifer Hemmens]

Hi Jira Service Desk gurus,

I've spent the past hour trying to edit the fields on our Service Desk requests to no avail.

When I'm in the project settings and click "Edit fields" on the request type, I get the following notification

(Thanks for the info Jira, but I don't want to delete anything, I want to edit... *eye-roll*)

What I've tried so far

Custom Fields:

• I happened to know that a number of the fields were custom, so I headed over to the Custom Fields section in the Issues administration. I found one of the fields there and edited it, but the edit doesn't update in the Service Portal after refreshing (or CTRL+F5).
• I found out a while ago that cookies can prevent a new project avatar from updating in Jira, so I figured that might be the problem here. I deleted my browsing history, cookies, etc. and it's still not updating the text.

The field is being used by the service desk project in question, so I really don't understand what's going on here. What's more is I need to change the descriptions for standard fields as well (Summary, etc.).

Multiple projects

• Discovered that this particular field mentioned above was being used by only one project (which isn't the Service Portal one I want to update).
• The project that uses this field is the default configuration that five different projects are based on, including the Service Portal one I want to update!
• The field name and description have updated in the Screens section of the Issue administration
• I headed over to the project itself and thought I might have to edit the field in its project configuration. Didn't work - I can change all of the fields for each request type, except for one!

Additional info:

• The request type I wish to edit is grouped. The group is locked, which I think may have something to do with me not being able to edit it, however, I am able to edit all other request types that are in the same group. The only difference between this and the others is that it has a different Issue Type. Could that be the underlying problem here?
• I don't want to delete any fields, I know this can be done by editing the screens.

Please help! I have a deadline to complete a Service Desk manual for our customers by the end of the week, and I need to edit these fields for screenshots (it's either that, or a work around with paint!) as they are full of grammatical and linguistic mistakes.

Thanks in advance! :)

[JP _AC Bielefeld Leader_]

Hi,

Cloud or Server?

Best

JP

[Jennifer Hemmens]

Hi!

Server:

• Jira version 8.1.0
• Jira Service Desk version 4.1.0

I worked around the problem by just creating a new request type in the same group to keep workflow configurations the same, and hid the old one. I still don't understand why I was getting this message though.

To explain a little further:

We have two separate Service Portals intended for the same purpose - one is an English version for international client base, and one is in Dutch for our domestic customers (haven't used a translation plugin because we can't find one that meets exactly our needs).

Both of these portals are configured identically, and have exactly the same request types (these request types also have the same issue types). I figured I'd try editing this particular request type in the Dutch portal to see what happens, and what do you know, I was able to edit the fields no problem. In the English portal, however, I continue to receive the message that I'm not allowed to delete anything.

If you have any ideas at all as to why this might be happening, I'd love to find out!

Thanks :)

[Jennifer Hemmens]

Just to add: I discovered that editing the custom fields doesn't affect the field descriptions in the portal itself but that the descriptions are more directed towards administrators, so that explains why my first attempt at fixing the problem didn't work :)