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Issue Does Not Exist

Mark Cogan

We use Jira Service Desk to allow our users to open tickets with our office. Lately we've had a few tickets become inaccessible in our system. When trying to open the ticket we get the following message:

"The issue you are trying to view does not exist. Perhaps it has been deleted?"

Tickets created before and after seem to be functioning correctly. What could be causing this and is there any way to fix these issues?

Accepted answers

All comments

JP _AC Bielefeld Leader_

Hm, maybe someone deleted the ticket?

Alex Christensen

Are you having problems opening the request in the portal/customer view, or the agent view? The URLs for these usually look something like this:

Portal - https://jira.yourdomain.com/servicedesk/portal/1/TEST-123
Agent:
- https://jira.yourdomain.com/browse/TEST-123
- https://jira.yourdomain.com/projects/TEST/issue/TEST-123

If you can open the agent view, but not the customer view, then this is likely an issue with the "Customer Request Type" not getting set. This can happen when you create a Jira Service Desk ticket from the Create screen instead of via the customer portal, or if someone moves a ticket from one project into another. To avoid this, you can create some automation rules in the Service Desk project to automatically set the Customer Request Type field if it's empty, or create a filter to monitor for tickets where Customer Request Type is EMPTY.

Or, as Jan-Peter mentioned, it's entirely possible someone just deleted the tickets, meaning that they'd be gone forever.

Mark Cogan

Customers do not get a view to the ticket. We only have agent view, and that is where we cannot see the ticket. Only administrators should be able to delete the ticket, and these are still open issues we are working.

Alex Christensen

When I say "customer," I'm not referring to external customers, I'm referring to the audience of the Service Desk project. Atlassian uses the term "customer" to refer to anyone who might open a request in a Service Desk portal, which is why I used the same.

Can you attach a screenshot of the error you see? Is it possible the ticket was moved into a different project that doesn't have the same permissions as the original project? Do you have issue security enabled, and if so, could there be a security level applied to that ticket preventing users from seeing it?

Mark Cogan

There is no customer portal access, period. Once the ticket is opened, the "customer" does not have access to make any changes within Jira. This is a brand new problem that started in the past week. Other tickets opened during this time work without issue.

Kalyan Kumar Das

@Alex Christensen:

@Alex Christensen: Thanks for sharing the answer on clarification.

I am facing the issue in scriptrunner and i am searching for 2 days. Please suggest us.

The two point is provided below which i need to fix:

1. I am unable to restrict for update the value of an issue at the time of issue update event. I had created a script on script listener.

2. Instead of hard coded value for key, i want to use dynamic code on script-runner. Means if the ticket is sub-task issue and project will be the same then the below script will execute.

The requirement is duedate value for Task IssueType should be greater than the Duedate value for n number of subtask IssueType :

import com.atlassian.jira.issue.MutableIssue
import com.atlassian.jira.issue.Issue
import groovy.transform.BaseScript
import com.onresolve.scriptrunner.runner.customisers.ContextBaseScript
import com.onresolve.scriptrunner.runner.util.UserMessageUtil
import com.opensymphony.workflow.InvalidInputException

@BaseScript ContextBaseScript script

Issue issue = getIssueOrDefault("TEST-258") // Hard coded issue-key defined

if(issue.parentObject.dueDate.compareTo(issue.getDueDate()) >= 0)
{
UserMessageUtil.success("Due Date Success"+issue.dueDate)
log.debug(issue.getDueDate())
}
else
{
UserMessageUtil.success('Please enter the Subtask duedate that is less than Parent-Task Due-Date ')
//throw new InvalidInputException("Input not valid")
}

The problem is that when the condition fails then the date will be update first and next the pop up alert is raised which i mentioned in the code but I am unable to restrict the due date update. Also recommend us for second point on run-time environment(on production).

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