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Hello @Wendy Egerton
Welcome to the Atlassian community.
Are you using a link that references a board?
Are you able to enter the work item key directly in the Jira search field and view it directly?
If you can view the item directly but not through a link to it on a board, then the owner of the board has not shared the board filter with you. You can't view a board if it's filter hadn't been shared with you.
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