Why can't I connect to my issues.

[Francis Ryan]

I'm taking an online course to learn Jira for work. I am unable to follow along with the instructor because I get an error message every time I attempt to connect to my issues.

[Francis Ryan]

I just logged out again and logged back in.

[Trudy Claspill]

Hello @Francis Ryan 

Welcome to the Atlassian community.

As per the message, either the specific issue you are trying to access does not exist in the Jira instance you are accessing, or you don't have permission to access it.

Did you create the issue in the project?

Have you reviewed the permissions for that product to ensure you have the permissions that allow you to see issues in that project?

Can you see any other issues in that project?

What type of project are you using? Get that information from the Type column on the View All Projects page under the Projects menu.

[Francis Ryan]

Hi Trudy,

Thanks for your quick response. I created the board and the issue as examples for my studies. I am the sole administrator for the board I created. Subsequently I created another example board and I'm having the exact same issue. I've attached an image hopefully that will answer your question regarding the typeof project I created.

[Trudy Claspill]

Thank you for that additional information and screen image.

The screen image indicates you are using a Team Managed Software project.

We can see that at least 3 issues are visible to you in the board view.

What are the exact steps that you are executing when trying to access an individual issue? Are you trying to access one of the issues we can see in the screen image or a different issues?

What is the URL that is displayed when you see the issue?  We don't need to see the base URL for your instance but the rest of the information may help us diagnose the problem.

[Francis Ryan]

From the Board View I see the 4 issues in my TO DO column. Any of the issues I select by clicking on them with my mouse yields the same result. This project as well as the sample project I created to see if there as an issue with only this project.

Below is the URL for the top issue on the board I have created for my class.

https://vei-edu.atlassian.net/jira/software/projects/PODAPP/boards/1

[Trudy Claspill]

Thank you for that additional information.

Have you tried any of the following?

- Trying the same steps of displaying one of the same issues in a private browser window?

- Trying the same after logging out and clearing your browser cache?

- Trying the same in a different browser application?

When you click on the Project Settings option and select Access, what value do you see for the Access settings?

Do you see yourself listed on that page assigned to a role in the project? If so, what roles are you assigned to?

There is a Search field at the top of the screen. If you type PODAPP-1 into that field does it find any matches? If so, what happens if you click on the issue in that list?

[Francis Ryan]

After I refreshed my browser I received this error message.

[Francis Ryan]

I need a break from this. Thank you for your help. I'll check back in tomorrow morning.

[Trudy Claspill]

Did you set up the subscription to the Jira product, submitting the base URL name? Or were you invited/told by somebody else to access the site?

If you click on the gear icon near your avatar in the upper right corner of the Jira screen, what options do you see? That will help me understand your level of Administrator access to the product.

If you are still encountering the problem when you try again later then an Administrator for the Jira product will need to contact Atlassian support by opening a case at https://support.atlassian.com/contact/#/

If you did not set up the product subscription you may not have sufficient permissions to do that. You would then need to contact the administrators of the instance to get their help.

[Francis Ryan]

This is what I see when I open the settings.

[Trudy Claspill]

That confirms that you do have a level of Administrator access - at least Product Administrator. You should be able to create a support ticket. 

(I saw a typo in the URL I provided and have edited it to correct it.)

[Francis Ryan]

Thanks for your help.

[Trudy Claspill]

It would be great if you share here what you learn eventually about the root cause and solution. We would all benefit from your experience.

[Francis Ryan]

I found a workaround. If I backed out to the "For You" screen I could open the issues there. Ive completed my course but will try to get in touch with Jira support to see if there is a netter solution to my issue.