How to solve new tickets defaulting to backlog

[Edward Dighe]

New tickets are being created (via a zapier app) when a user completes a google form. Previously these tickets when straight into the scoping column of our kanban board but recently we introduced a backlog and now newly created tickets end up there. 

I can't figure out a way to change their default location or a way to create a jira automation to move them into the board. 

[Trudy Claspill · Accepted solution]

@Edward Dighe 

You don't have to use sprints. You can go to Project Settings > Features and turn off Sprints while keeping Backlog turned on.

Unfortunately there is no way to automatically move issues from the Backlog to the Board in a Team Managed project kanban board. There is a change request for that here:

https://jira.atlassian.com/browse/JSWCLOUD-21481

[Edward Dighe]

Thanks

[Bill Sheboy]

Hi @Edward Dighe 

Perhaps you could explain further: why is your team using a backlog?

If your team is using a Kanban board, and you want new issues on the board, wouldn't the backlog always be empty?

Kind regards,
Bill

[Ste Wright]

Hi @Edward Dighe 

Is this a Company-managed or Team-managed Project? You can check in the bottom-left hand corner (on the Project side menu) - it will say...

• You're in a <project type> project

Also, is this a Kanban Board or a Scrum Board? For Team-managed, the question is, is the Sprint feature turned on?

Ste

[Edward Dighe]

Hey Ste

It's a team-managed project. I thought it was a kanban board but since adding the backlog it appears I have the option to turn sprints on.

I don't actually want sprints but I guess I could just have one perpetual sprint in place of the kanban board if it allows me to transition issues into it automatically or default issues to be created directly into it.

[Ste Wright]

Hi @Edward Dighe 

You don't need Sprints to have the Backlog turned on.

I'd probably recommend one of three things (simplest > complex).

1. Turn off the Backlog
2. Move to a Company-managed Project
3. Try to utilise Automation

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(1) Turn off the Backlog

This is a straight-forward solution.

If you're looking for a method to ensure the Issues end up on the Board, not in the Backlog - why have the Backlog? Why not just turn it off again?

This would immediately solve your issue :) - is there a reason you need to have it on?

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(2) Move to a Company-managed Software Project

One alternative is to change your Project Type - to allow you to use Company-managed Software Boards.

These Boards do have a Backlog, but they're Status-based. This means you could have...

• A Status to represent the Backlog - eg. New, Backlog, etc
• Automation Rules to auto-transition a specific set of Issues straight into "Scoping" if required - which would move them from Backlog > Board

Boards for Company-managed Software Projects are quite a lot more flexible also - see what they can do on these help pages

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(3) Automation

It might be possible to move Issues from Backlog > Board using REST API calls in an Automation Rule.

Admittedly, this isn't something I've tried - but this answer seems to suggest it is possible.

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So there are options; let us know your thoughts on them!

Ste

[John Funk]

Hi Edward - Welcome to the Atlassian Community!

When tickets are created they go to the first status in your workflow. Typically, that will be the Backlog status. If you want them to go to a different status, you one a couple of options. 

1. You can change your workflow so that the Create transition (the first line from the circle in the workflow) goes to a different status. If you are going to use the Backlog, then make sure there is a transition from the new first status to the backlog. This option will not work unless you want ALL issues using that workflow to go to the new status and not the backlog. You cannot have some issues get created in one status and others in a different status. 

2. You can setup an automation rule that will auto-transition the issue from the backlog to another status based on a condition you place in the rule so that only happens for certain issues. You might have some data in the issue at create time that will help the systems identify this is an issue that needs to be auto-transitioned. 

[Edward Dighe]

Hi John,

I hear what you're saying about statuses (see current workflow attached). The problem appears to be that issues can have any of these statuses and also be in the backlog. This is also what stops me from being able to transition any issues with an automation, i can transition to another status but the issue remains in the backlog.

[John Funk]

Ah, so it sounds like there are multiple statuses mapped to the Backlog section of your board. I thought you were talking about an actual Backlog status. 

Team-managed projects are not very flexible. Can you share a screenshot of your board? I think that those projects may wrongly assume that if you want a Backlog then it must be a Scrum problem. That's not true as Kanban projects can utilized a Backlog as well. 

Personally, I would switch over to a Company-managed project where you have more control. Or create a second board to use instead of the built-in Team-managed one.