When viewing a ticket, the customer will see an error message saying “Failed to update the labels field. Please make sure the labels field is present on the JIRA screens.” The labels on linked JIRA issues are not updated to include the default “jira_escalated” tag or any other “jira_” tag. Other loss in functionality may also occur.
In JIRA, the “labels” field is not on the Edit Screen for that Project and/or Issue
Without going through all of the screen schemes for all the customer’s projects and issues, the easiest way to tell if that particular issue does not have the “labels” field on the edit screen is to navigate to a specific issue that’s being affected and click the “edit” button. On the edit window that appears over the issue, check to see if the “labels” field is present.
If the “labels” field is not there, have the customer click “Configure Fields” at the top of the edit screen and select “Where is my field?” Type in “labels,” and the result will describe which screen is causing the field not to be present. The customer can click right into the screen and add the “labels” field.