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bugTroubleshooting

This page helps you diagnose and fix the most common issues with Time Tracking and Duration custom fields, from "I can't see the field" to "my JQL doesn't return anything".

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Quick checklist

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When something "doesn't work", start with these quick questions:

  • Is the field created as type Time Tracking or Duration (not text/number)?

  • Is the field added to the right screens (create, view, edit, transition, portal)?

  • Is the field configured for this project / issue type (field context)?

  • Do you have the right permissions to edit this issue?

  • Has at least one issue been saved with a value in this field (for JQL/dashboards)?

If all of those look correct and the problem persists, use the sections below.

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Field and display issues

chevron-rightField is not visible on issueshashtag

Symptoms

  • You created a Time tracking field, but it does not show on the issue view.

  • Users report "the field is missing" on certain projects or issue types.

Checks

  • Confirm the field exists and its type is Time Tracking or Duration.

  • Check that it is added to screens:

    • Create Issue screen

    • Edit / View Issue screen

    • Transition screens (if you expect it there)

  • Check the field's context:

    • Make sure the field is configured for this project and issue type.

  • For team-managed projects, check the Issue layout inside project settings.

If the field appears in some projects but not others, it's almost always a screen or context configuration issue, not a bug in the app.

chevron-rightField is visible but cannot be editedhashtag

Symptoms

  • You see the Time tracking field, but there is no edit option.

  • Inline edit is disabled, or clicking does nothing.

Checks

  • Verify you have permission to edit issues in that project.

  • Check whether the field is on a read-only screen or shown only in a read-only panel.

  • On workflow transitions, verify that the field is actually present on the transition screen, not just on the view screen.

If some users can edit and others cannot, the root cause is almost always project permissions, not the field type itself.

chevron-rightField values look "wrong" or confusinghashtag

Symptoms

  • The field shows 0m when you expected a value.

  • The field displays raw seconds with "s" instead of w/d/h/m.

  • The "total" seems inconsistent with original + logged.

Possible reasons

  • The field has never been set on this issue — default display is 0m or empty.

  • The admin enabled an "export as seconds" mode, so values are shown like 3600s instead of 1h.

  • Working time assumptions changed (hours per day / days per week), affecting how existing seconds are formatted.

What to do

  • Confirm with your admin:

    • Current hours per day and days per week configuration.

    • Whether the field is configured to export/format as seconds.

  • If the same issue shows different values for different people, ask for screenshots and check:

    • are you actually looking at the same field?

    • are any browser plugins modifying the UI?

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Validation errors

chevron-right"Duration values must be non-negative when provided"hashtag

Symptoms

  • On saving or updating the issue, you see the error: Duration values must be non-negative when provided.

  • The change is not saved.

What it means

The field has a built-in validation rule that refuses to save if any of these are negative:

  • Original estimate (seconds)

  • Time spent (seconds)

  • Remaining estimate (seconds)

What to check

  • Make sure you are not entering durations with a minus sign (for example -1h).

  • If you are using a "log work" style editor:

    • Check if you accidentally logged a negative duration.

    • Check if manually editing remaining time caused it to go below zero.

If the field shows negative values without you entering a minus sign, capture:

  • project key,

  • issue key,

  • field name,

  • what you did just before the error,

and pass this to your admin or the app vendor so they can review the scenario.

chevron-right"Duration value must be non-negative" (Duration field)hashtag

Symptoms

  • On saving or updating an issue, you see the error: Duration value must be non-negative.

  • The change is not saved.

What it means

The Duration field has a validation rule that refuses to save if the duration value is negative.

What to check

  • Make sure you are not entering durations with a minus sign (for example -1h).

  • If you are setting the value via REST API, ensure durationSeconds is >= 0.

chevron-right"Invalid duration" or similar validation messageshashtag

Symptoms

  • You see an inline error like "Invalid duration format" or "Please enter duration in the correct format".

  • You cannot save until you change the value.

Typical causes

  • Typo in the value (for example 2d 90x, 1h 60, or missing unit).

  • Unsupported format (for example "2 hours" instead of 2h).

  • Mixing up decimal numbers and units in a way the parser does not support.

How to fix

  • Use standard Jira-style duration syntax:

    • 30m, 2h, 1d 3h, 2w 1d, 1d 4h 30m

  • If you enter just a number (for example 120), check with your admin how plain numbers are interpreted (minutes vs hours).

If a specific value should be valid but is rejected, capture the exact string you entered and share it with the admin/vendor.

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JQL and search issues

chevron-rightJQL: field or aliases "not found"hashtag

Symptoms

  • JQL errors like "The field 'XYZ' does not exist".

  • Autocomplete does not show your time tracking field or any of its aliases.

Checks

  • Use the exact display name of the field in quotes, then alias suffix, for example: "QA Estimate".RemainingEstimateSeconds (Time Tracking) or "SLA Limit".DurationSeconds (Duration)

  • Make sure at least one issue has been saved with a value in this field.

    • Sometimes fields appear in autocomplete only after they hold data.

  • Confirm you are in the correct Jira product (Software, Service Management) and working with the right project.

If autocomplete still doesn't show your field:

  • Ask a Jira admin to confirm:

    • the field exists,

    • it is truly type Time Tracking or Duration,

    • it is associated with this project and issue type.

chevron-rightJQL: query runs but returns 0 issueshashtag

Symptoms

  • JQL is valid (no error), but returns no results even though issues clearly have values.

Common causes

  • Comparing against seconds with the wrong threshold (for example using > 14400 while your estimates are in minutes and never reach that number).

  • Using the wrong alias (for example OriginalEstimate instead of OriginalEstimateSeconds when you intended numeric comparison).

  • The field is populated only on some projects or issue types, but your filter spans all projects.

What to try

  • Start with a very broad condition, for example: "QA Estimate".OriginalEstimateSeconds > 0

  • Limit to a project where you know values exist: project = ABC AND "QA Estimate".OriginalEstimateSeconds > 0

  • If string-based queries work but seconds-based ones do not, verify the thresholds and units you're assuming.

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Dashboards and automation

chevron-rightDashboards not showing expected valueshashtag

Symptoms

  • A dashboard gadget based on a filter returns fewer issues than expected.

  • The field column appears blank for some issues.

Checks

  • Verify the underlying filter first:

    • Open the filter in advanced search and confirm the results are what you expect.

  • Confirm the field is on the issues returned by the filter:

    • Open an issue that should appear; check the Time tracking field on the issue view.

  • Ensure the gadget is configured to show the field column (for table gadgets).

If the filter is correct but the gadget is wrong, re-save the gadget configuration and check:

  • selected filter,

  • selected columns (for table-type gadgets),

  • any grouping parameters.

chevron-rightAutomation not triggering as expectedhashtag

Symptoms

  • An automation rule with a JQL condition using time tracking aliases never fires.

  • Or it fires, but on the wrong set of issues.

Checks

  • Test the JQL directly in advanced search:

    • If the JQL returns no issues, the rule will not trigger either.

  • Confirm the rule's scope matches where your field is used (projects, issue types).

  • Make sure the rule runs "on schedule" or on a relevant event, not just on a transition that never happens.

If JQL returns the correct issues but automation still fails:

  • Check the rule's audit log for:

    • issues skipped because they did not match conditions,

    • errors during execution,

    • permissions problems.

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Portal and transition behaviours

chevron-rightField not working on portals or transitionshashtag

Symptoms

  • Time tracking appears on the portal but cannot be edited.

  • The field appears on some transitions but not others.

Checks

  • In service projects, verify the request form is configured to show the field and whether it is editable for customers.

  • In workflows, check the transition screens:

    • The field must be added to each transition screen where you want it to appear.

  • Some teams choose to make the field read-only on portals or transitions to avoid accidental edits; this may be intentional.

If you expect the field to be editable and it is not, review screen configuration and permissions with a Jira admin.

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When to contact support

If none of the above helps, collect a small diagnostic bundle before contacting the app vendor or your internal admin team.

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What to include in your support request:

  • Site URL (cloud domain).

  • Project details where the problem occurs.

  • Screens from field configuration.

  • JQL you were trying to run (if relevant).

  • Screenshots showing the field on the issue (or its absence), the error message, and the automation rule or dashboard configuration (if involved).

  • A short description of what you did, what you expected, and what actually happened.

With this information, most problems can be isolated quickly as either configuration (screens, contexts, permissions) or a specific edge case in how values are entered and interpreted.

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See also

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