Tickets disappear from board view

[Isabel Green]

Hi all, 

We have several tickets that seem to be hidden from board view if they haven't been updated for a while. They can still be seen from list view, but we want them to be visible all the time in board view.

I'm using a team-managed software space. I'm aware of the option for done items, which is not turned on, but it is affecting all tickets, and I have no filters turned on.

There are no filters or group-by settings selected for the board view. 

We also don't have the backlog feature enabled.

There is no max issue set for any of the columns.

We only use tasks as an issue type on this board.

Further investigation, I've noticed that inside the tickets, they are marked as done next to the status. This is an in-progress status, and Jira seems to have automatically assigned it as done. Any help to get Jira to stop doing this, I would be grateful.

I've included screenshots:

[Isabel Green · Accepted solution]

I found the solution. 

The status used to be a done status, but was changed to an in progress one. For tickets predating this change, they still seem to have an automated hide rule that all done tickets have, and moving them out and then back into the status makes them reappear.

[Trudy Claspill]

Hello @Isabel Green 

Can you provide screen images that show the board with the items hidden, and then a screen image of the details of one of the hidden items? Hide confidential data. I'm interested in the Status, Type, and Resolved and Updated dates of the affected issues.

Are you using a kanban board or a scrum board?

If you are using a kanban board, do you have the Backlog feature enabled?

Do you have an filters active on the board when the items are hidden?

Do you have any Group By setting enabled?

[Isabel Green]

There are no filters or group-by settings selected for the board view. 

We also don't have the backlog feature enabled.

[Trudy Claspill]

Thank you for that additional information.

I see you have added a couple of screen images to your original post. Which issues shown in the List image are missing from the board image?

You made the comment that you "turned off" the option for hiding done items. The ability to turn that off did not used to be available for a Team Managed Software space Kanban board. I may have missed the release of that feature. Can you provide details and screen images showing how you are turning that option off?

Do you have a Max Issue setting on any of the columns that are missing issues on your board?

Are only specific issue types missing? For example Subtask issues don't display on a TM board unless you use the Group By Subtasks option.

[Isabel Green]

Hi Trudy,

In list view, you can toggle hide done items under the view settings. The issue is with tickets that are in "in progress" columns; the only done column I have in the board is set to hide after 60 days, which you are correct, can not be turned off.

There is no max issue set for any of the columns.

We only use tasks as an issue type on this board.

The following are examples of some tickets that do not show on the board.

[Trudy Claspill]

Thank you for that additional information.

From the list view I can see you are grouping by Status and the 4 issues you specified are under the ESS Raised On SAP status.

From the board view I can see that is the heading of the first column, and the column header indicates that there are 21 issues in that column.

In the board view are there, in fact, 21 issues displayed in that column?

In the list view how many issues are listed in the ESS Raised On SAP group?

[Isabel Green]

Hi Trudy,

21 is correct for the amount it is showing on the board. The amount in the status is actually 37, so 16 tickets are not showing for some reason.

[Thorsten Letschert _Decadis AG_]

Hey @Isabel Green,

There might actually be different reasons for that behaviour, so pointing towards the correct answer might require some additional context, e.g., what space type you are using, are all items or only the Done ones affected (see below)?

Regarding Done items, there's the Hide Done Items After setting in the upper right corner:

Other filters should (at least by default) not be affected by a timeframe. Nonetheless, ensure that no additional filter is set.

Regards,
Thorsten

[Isabel Green]

Hi Thorsten,

I'm using a team-managed software space. I'm aware of the option for done items, but it is affecting all tickets, and I have no filters turned on.

[Thorsten Letschert _Decadis AG_]

Thanks for the clarification. Sometimes it's just the obvious.

While I've been able to reproduce the overall "items in list view, while not on the board view" setting, based on

• item types, e.g. epics and/or sub-tasks,
• unmapped statuses, e.g. through configuration for columns and statuses,
• items being in the backlog and/or outside of an active sprint,

unfortunately, I was unable to produce behavior in which items disappear over time.