---
title: "Resolution of BigPicture Cloud Field Mapping Permissions Issue After Cache Reset"
canonical: "https://support.appfire.com/space/SUPPORT/3558703159/Resolution%20of%20BigPicture%20Cloud%20Field%20Mapping%20Permissions%20Issue%20After%20Cache%20Reset"
format: markdown
---
This article documents a resolved support case involving BigPicture Cloud Field Mapping permissions. The customer encountered an "Insufficient permissions" error when attempting to access Field Mapping settings, despite having admin permissions assigned by the account owner.

**Outcome:** The issue was resolved after a permissions cache reset performed by the support team, which restored proper access to Field Mapping settings.

# Issue summary

A customer (non-admin user) was trying to set up Fields mapping in BigPicture Cloud. The account owner had enabled admin permissions for the user, but when attempting to access Field Mapping settings, the user received an "Insufficient permissions" error. The customer followed the steps outlined in the Jira-related issues documentation but the problem persisted.

# Symptoms observed

- User had been granted admin permissions by the account owner.
- Accessing Field Mapping settings displayed an "Insufficient permissions" error.
- The "Refresh permissions cache" action performed by the account owner did not initially resolve the issue.
- The error occurred consistently across attempts.
- The user could not even restore default Field Mapping settings due to the permissions error.

# Root cause

The BigPicture Cloud permissions cache had become stale or corrupted for the affected user. Although the account owner had correctly configured admin permissions in both Jira and BigPicture, the cached permission state did not reflect the updated configuration.

A server-side permissions reset performed by the support team resolved the discrepancy between the configured permissions and the cached state.

# Resolution

The support team performed a reset of the app permissions on the backend. After this reset:

- The user was able to access and edit Field Mapping settings.
- No additional configuration changes were required on the customer side.

> Customer confirmation: "I've just checked the settings and it seems that I am now able to edit the fields."

# How to troubleshoot similar cases

1. **Verify permission configuration**  
Confirm that the account owner has granted the correct admin permissions in BigPicture settings (not just Jira permissions).
2. **Refresh permissions cache**  
Ask the admin to go to BigPicture Advanced settings and perform "Refresh permissions cache."
3. **Collect diagnostic data**  
If the cache refresh does not help, request a HAR file and Console log capturing the moment the error appears.
4. **Escalate for backend reset**  
If permissions are correctly configured but the error persists, escalate to L3 for a server-side permissions cache reset.
5. **Verify resolution**  
After the reset, ask the customer to confirm they can access Field Mapping settings.

# Important notes

- Reinstalling BigPicture does NOT delete existing project configurations. However, this should be a last resort and is usually not necessary for permissions issues.
- The "Refresh permissions cache" option is only available to the Super Admin (account owner) in Advanced settings.
- Non-admin users will not see the Advanced settings option.


# Best practices

- Always verify that permissions are configured at the BigPicture level, not only at the Jira level.
- After granting admin permissions, advise the admin to perform a "Refresh permissions cache" immediately.
- If the permissions cache refresh does not work within a reasonable time, escalate for a backend reset rather than suggesting plugin reinstallation.
- Document the user's account ID and instance URL when escalating permissions issues to L3.