Error: Field 'assignee' cannot be set in ConnectAll Jira integration

Products

• ConnectALL
• ConnectAll On-Prem
• ConnectAll SaaS

Issue/Introduction

When synchronising issues between ServiceNow and Jira using ConnectAll, users may encounter a "400 Bad Request" error with the message: Field 'assignee' cannot be set. It is not on the appropriate screen, or unknown. This article outlines steps to resolve this synchronization failure.

Environment

ConnectAll (all supported versions)

Cause

This error typically occurs when the API user cannot update the "assignee" field because it is either missing from the screen used by the integration or the user lacks the required "Assign Issues" permission in the Jira project.

Resolution

1. Check Jira Permissions: Ensure the Jira account used by ConnectALL has the "Assign Issues" permission within the project settings.
2. Verify Jira Screens: Confirm that the "Assignee" field is present on the Edit Issue screen for the specific Issue Type you are syncing.
3. Enable Automatic User Value Mapping: In the ConnectALL automation configuration, verify if "Automatic User Value Mapping" is enabled. This often resolves synchronization issues for user fields by allowing the system to handle the mapping automatically.
4. Change Sync Type: If the issue persists, ensure the sync type for the Assignee field is set to "Value" rather than "Id" in your field mapping configuration.