This article explains how to handle support requests in which a customer wants to remove the BigPicture - Skills field from Jira but cannot find it in Jira fields, screens, or standard admin menus.

In this case, the item the customer sees is typically not a standard Jira custom field. It is managed by the BigPicture Skills widget on the Jira issue page.

Problem

A customer reports that they want to permanently remove the BigPicture - Skills field, but they cannot locate it in Jira field configuration, screen schemes, or issue layout settings.

This usually happens because the visible element is controlled by BigPicture widget configuration rather than Jira native field administration.

Root cause

The BigPicture - Skills area displayed on an issue is tied to the Skills widget. Because of that, removing it from the issue page is done through BigPicture app configuration, not through Jira field deletion.

The customer may describe this as a “field,” but operationally it should be treated as a widget-driven issue-page element.

Resolution

If the goal is to remove the item from Jira issue pages, guide the customer to disable or limit the Skills widget visibility.

Open BigPicture app in Jira.
Go to App Configuration.
Open Widgets.
Select Skill Widget.
Adjust visibility so it no longer appears for the relevant projects or issues.

When replying, clarify whether the customer wants to remove the widget from all projects or only from specific projects or issue types. The visibility scope matters.

Suggested support response

Hi,

What appears as BigPicture - Skills on the Jira issue page is usually managed by the Skills widget, not as a standard Jira field. Because of that, it may not be visible in Jira field or screen settings.

To remove it from issue pages, please navigate to:

BigPicture app → App Configuration → Widgets → Skill Widget

From there, you can manage the widget’s visibility for selected projects or issues.

You can also review these documentation pages for more details:

If needed, we can also help verify whether the widget is being shown globally or only in a particular configuration scope.

Best regards,
Appfire Support

Triage guidance for support agents

First confirm whether the customer means remove from view or delete a Jira field permanently.
If they reference Jira screens, field configuration, or custom fields and cannot find it, suspect a BigPicture widget-managed element.
Point them to Skill Widget settings before suggesting Jira admin actions.
Share documentation links in the first substantive reply when possible.
If the customer still cannot remove it, ask for screenshots of the issue view and current widget configuration.

What not to advise

Do not tell the customer to delete Jira custom fields unless you have confirmed that the visible item is actually a Jira field and not a BigPicture widget component.

Avoid directing the customer only to Jira Fields, Screens, or Issue Layout without checking BigPicture configuration.
Avoid promising a “permanent deletion” if the requirement is really just hiding the widget from issue pages.

Useful signals from this case

Signal	What it indicates

Signal	What it indicates
Customer cannot find the item in Jira fields or screens	The element may be app-controlled rather than Jira-native
Customer refers to “BigPicture - Skills” specifically	Strong indicator that the Skills widget is involved
Issue is about issue-page visibility	Configuration should start in BigPicture widget settings

Handling BigPicture - Skills Field Removal in Jira Support Requests