This article documents a resolved support case where a customer could not access the Field Mapping option in BigPicture Enterprise Cloud because their box scope was defined via a Jira Board rather than a Jira Project.

Outcome: The issue was resolved by switching the box scope from Board-based to Project-based (Spaces source), which made the Field Mapping option available.

Issue summary

A customer using BigPicture Enterprise Cloud reported that the Field Mapping button was missing from their box configuration. The customer was an administrator of the space, and the box scope was configured to include only a Board whose filter was limited to a single Jira project.

Symptoms observed

• Field Mapping option not visible in box configuration.

• Box scope was defined via a Jira Board.

• The board filter only included issues from one Jira project.

• Customer confirmed they were both an App Admin and a Space Admin.

Root cause

When the box scope is defined through a Board rather than a Project, BigPicture treats it as a potentially multi-source definition (since a board's filter could technically span multiple projects). The box-level Field Mapping button is designed for 'simple' scope definitions tied directly to a single Jira project. Even if the board's filter only returns issues from one project, BigPicture does not recognize it as a simple single-project scope in this configuration.

Additionally, a related bug was filed (ONE-334629) for the case where Field Mapping should appear when a Board's filter is provably single-project.

Resolution

The customer switched the box scope from Board-based to Project/Spaces source, selecting the same Jira project directly. The Field Mapping option immediately became available.

Alternative: If switching scope is not desirable, Field Mapping can always be configured globally from App configuration → General → Fields, which works regardless of the scope type.

How to troubleshoot similar cases

1. Check scope type — Is the box scope defined via Board, Project, or JQL?

2. If Board-based — Try switching to Project/Spaces source to enable box-level Field Mapping.

3. Check permissions — User needs Box Admin + Jira Project Admin for the relevant project.

4. Global fallback — Field mapping can be configured from App configuration → General → Fields regardless of scope type.

5. Verify box content — Field mapping won't appear if the box contains only basic/BigPicture tasks.

Additional notes: App User Role requirement

The App User role (set in App Administration → Security) is mandatory. Both app-level and box-level roles work together:

• App User role grants permission to see BigPicture under Jira's Apps menu.

• Box-level role (Viewer, Editor, Admin) determines access to specific boxes.

Users cannot skip the App User role and only have a Box role — without App User, they cannot open BigPicture at all.