Changes are saved, but issue isn't visible

[Amy Blais]

Hi, our team is facing an issue where a few of our staff members are getting the following error when opening new Jira tickets:

We have checked various permissions, filters, and settings, and cannot identify what is causing the issue. The affected staff have also logged out and re-logged in but it didn't help. The issue started to happen suddenly a few weeks ago.

Is there any guidance on what we could check to troubleshoot this issue?

[Summer Hogan · Accepted solution]

This could be one of three things happening that have all happened to me in the past:

1. Check your board settings --> Columns --> Column Management and make sure there isn't an unmapped status. Make sure the statuses are mapped to the correct column. Then return back to your Backlog and you should see them mapped correctly.
2. The other thing it could be is a permission issue so make sure the people who are receiving this message have the correct permissions. 
3. When you create a new issues while on the board and not in the backlog, if the sprint is not stated, the issue could be in the backlog. I would also look there. 

[Mary-Anne Reisigl]

This was a big help. Thanks

[Amy Blais · Accepted solution]

Thank you all for the answers. The issue ended up being related to our company Jira plugin that we have set up. The affected users disconnected and re-connected the Jira plugin and now everything is working as expected.

[olga.raifshnaider]

Hi Amy, I have the same problem when our developers create new issues. I checked all filters and board statuses. Accesses are also okay. Could you please share which Jira plugin could be causing problems and how you resolved it?

[Amy Blais]

Hi @olga.raifshnaider we use our company's Jira plugin https://github.com/mattermost/mattermost-plugin-jira.

The affected user disconnected their account via a ``/jira disconnect`` slash command and reconnected via ``/jira connect``, and the issue was solved (documentation: https://docs.mattermost.com/integrate/jira-interoperability.html#connect-a-jira-account-to-mattermost).

[Dave Rosenlund _Trundl_]

Hi, @Amy Blais. Does this happen across all projects/boards or just one of them?

Also, maybe you would please share screenshots of one of the boards in question, the filters used, and an affected issue?

-dave