Updated a ticket via CSV Import to update an asset field and now the ticket is GONE

[Calvin]

Hi all, have like 30k+ tickets to update a single asset custom field on. To be safe I tested on one ticket and set up as follows:

Project Name	Project Key	Project Type	Issue Key	Summary	CField_Assset
Proj	PRO	software	PRO-222	Test Summary	d3923r0-324e-32r2r:1111

uploaded it and no errors, says 1 work item updated successfully.

BUT the ticket is gone? I go to PRO-222 and it says "You may have no access or it does not exist", no search for summary, key etc can make me find it? Console says 404.

Anyone been through something like this before?

Cheers!

[Gabriela - LeanZero]

Hold the 30k run until you know where PRO-222 went.

Atlassian has a KB for this exact operation, updating an Assets object custom field by external import, and the recipe in it is much narrower than what you sent. Verbatim: "You'll need at least three columns: Work Item Key, Summary, and Custom Field. During this setup, the Summary column can be left empty." You sent six, three of them Project Name, Project Key and Project Type. The word Project does not appear anywhere in that KB.

The Summary column is the one I would look at first. That same page says to leave it empty on purpose: "An empty Summary column will prevent unnecessary or unwanted updates to the Issues' Summary." Yours carried the literal text Test Summary, so the import very likely rewrote the summary on that work item. If it did, searching for the summary you remember will return nothing while the item is sitting there perfectly intact under a title you did not choose.

Before you conclude it was destroyed, note that "You may have no access or it does not exist" is one message covering two different situations, and the 404 does not separate them either. Query it as an admin over the API, GET /rest/api/3/issue/PRO-222. A 200 there means it exists and you have an access or a location problem. A 404 as admin means it genuinely is not at that key any more, and then the project's audit log will tell you whether it moved.

Either way the diagnosis costs one API call. Cheap, before 30,000 work items go down the same path.

[Calvin]

Thanks for this will do a check via API soon. And try another ticket with a blank Summary to confirm it keeps the old.

If it helps I am doing this in a sandbox environment, so it isn't the worse that its gone. It was more I'm not sure where it went.

I will try it blank and see what happens this way. But I can confirm on the csv file (since I only did one) the summary it should overwrite with is correct.

Regarding the Project, Project Key etc. Thats where the 20K+ comes in (not that I tried 20K but the reason why I bring it up), the CSV importer in cloud is telling me I require it, if I'm importing fields across projects. It will not let me continue without them unless I specifically choose the project.

Fingers crossed on the api get. Cheers

[Nikola Perisic]

Hello @Calvin 

What were the troubleshooting steps that you took to resolve it?

• Did you try doing this in incognito, different browser, clear cache
• Have you tried doing this with API and what is the status code when doing this?

[Calvin]

I've tried the following:

• Checking browser Console log of page (says 404)
• Checked JQL Directly on key - filter is empty
• checked via URL - says as above  "You may not have access to this issue or it does not exist"
• Checked the import log - shows successful - as noted above
• Checked search on "Summary" doesn't come up
• Checked project list view - doesn't come up
• Checked incognito - doesn't come up
• Did a JQL for "summary is EMPTY" incase I wiped it somehow, also gone 
• Checked linked items on the assets - doesn't come up