Jira Scrum Board Backlog Only Showing Incidents

[Phil Arnold]

Hi

I have a Scrum board configured in a Jira Software project called SSC.

The board filter is:

project = SSC AND issueType IN ("Change Request", Incident, "Service Request")
AND status NOT IN (Cancelled, Declined, Done, Withdraw, Canceled) 
ORDER BY Rank ASC

The board configuration is intended to show three issue types:

• Incident

• Change Request

• Service Request

However, when viewing the Backlog, only Incident issues are displayed.
Change Request and Service Request issues do exist in the project and match the filter, but they do not appear in the backlog.

Things already checked:

• The board filter includes all three issue types

• The issues are not in a Done status

• The issues exist in the project

• The board is using Rank ASC

• Workflow statuses appear to be mapped correctly to columns

Despite this, only Incidents appear in the backlog view.

My questions are:

1. Are there any additional backlog configuration settings that could restrict which issue types appear?

2. Are there known cases where backlog visibility only shows one issue type despite the board filter including others?

Any guidance would be appreciated.

[Phil Arnold · Accepted solution]

The issue was caused by the work type hierarchy configuration.

Change Request and Service Request were configured at the same hierarchy level as Epic, which means Jira treated them as epic-level items rather than backlog items.

Since the Scrum backlog only displays issue types at the Story/Task level, those work types were not appearing.

Moving Change Request and Service Request to the Story & Tasks level resolved the problem and they now appear correctly in the backlog.

[Phil Arnold]

Filter query showing all 3 issue types being returned.

Board config showing statuses mapped to board columns