Inaccessible Jira Issue Due to Invalid Issue Security Level (EC-428)

[Mariusz Kupczyk]

Hello Atlassian Support,

We are experiencing an issue with a Jira Cloud ticket that has become completely inaccessible due to an invalid Issue Security configuration.

Details:

• Issue Key: EC-428
• Project: EC
• Problem: The issue has an Issue Security Level ID assigned that belongs to a security scheme not associated with the EC project.

Observed behavior:

• The issue is not visible in the UI (even for Jira administrators).
• JQL queries cannot find the issue.

• Direct REST API calls return:

  "Issue does not exist or you do not have permission to see it."

Context:
The Issue Security Level was set via REST API, and it appears that an ID from a different security scheme was used. As a result, no users (including admins) have visibility into the issue.

Request:
Could you please:

1. Clear the security field for issue EC-428
   or
2. Restore access by reassigning a valid security level associated with the project

At this point, we are unable to recover the issue through configuration or API due to lack of visibility.

Please let us know if you need any additional information (e.g., timestamps, API requests, or audit logs).

Thank you for your assistance.

Best regards,
Mariusz Kupczyk

[Mikael Sandberg · Accepted solution]

Hi @Mariusz Kupczyk,

Welcome to Atlassian Community!

You should contact Atlassian support, https://support.atlassian.com/contact, and they can help you. This forum is made up of mainly other Atlassian customers and as such we do not have access to other customers instances.