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Why are some stories disappearing from the board on status change?

Sander H

We've been experiencing stories that disappear from the Scrum boards we use for a number of projects. It always happens to stories that are carried over from the previous sprint, so they are assigned two sprints (one completed, one active).

When changing the story's status (e.g. from 'in progress' to 'review') it suddenly disappears from the board. It is then visible at the bottom of the backlog.

Changing the status (or one of the other fields) usually brings the story back to the board.

I've tried reindexing the concerning project (as per Atlassian recommendation, https://confluence.atlassian.com/jirakb/issues-are-not-appearing-in-boards-779159013.html), but to no avail. I've verified the issue is showing up in the board query.

The workflow hasn't been changed in about a year, yet this issue started happening some weeks ago. We're using Jira V8.2.1.

Does anyone know why this happens, or what I can do to resolve the issue?

Accepted answers

Sander H

The mapping is fine, I guess. This behaviour only affects some of the stories on the boards (1 out of maybe 20?) and only stories that have two sprints assigned (see description).

All other stories transition fine between the four statuses.

All comments

Nic Brough -Adaptavist-

Could you check the mapping of status on the board? As you say they disappear when the status changes, it sounds like the new status is not mapped into a column on the board, so they won't be displayed.

Sander H

The mapping is fine, I guess. This behaviour only affects some of the stories on the boards (1 out of maybe 20?) and only stories that have two sprints assigned (see description).

All other stories transition fine between the four statuses.

Nic Brough -Adaptavist-

Could you show us the board filter, and an issue that should be appearing on the board but is not?

Sander H

Sure, see attached screenshots. It happens at least once a week, so I would really love to get this resolved. Thanks for your replies so far Nic!

Jack Brickey

This is certainly a head scratcher. To be clear you are dragging and dropping when this mysterious disappearance occurs vs. setting the new status in detailed view, right? Not that it should matter here but curious. Is this a single project board? Could you share your board filter too?

Sander H

Correct, the transitions are done by dragging and dropping.

The issue occurred on two separate boards (using the same issue types and workflow).

I think this is the information you wanted to see? If there's anything else that might help, please let me know.

Andy - PTC Redundant

Just out of interest and to test all options:

Are you removing the Story from the sprint to the backlog before you move it to the new sprint?

When you say "assigned to two sprints" - why is it left assigned to the original sprint? I would prefer to see it completely detached from the Sprint.

Sander H

We use the 'close sprint' dialog to move the unfinished issues to a new sprint. This apparently causes the double sprint assignment. I take it this is a feature, in order to track issues that are planned for a sprint but not finished in it?

It would be inconvenient, but it might be worth a try to move them to the backlog first.

Andy - PTC Redundant

Hmmm... strange that you are doing this correctly and yet still the issue remains!

You can try to remove them to manually back to the back-log first.
This will still be view-able as historical data in such items as Sprint Reports.

That said - doesn't resolve this bizarre issue!
If Nic and Jack can't work it out... then no one can (IMHO)... could be a bug. Worth a support ticket if the gents can't help in the end.

Sander H

The support ticket with Atlassian is taking a rather long time as (while they have confirmed the issue in a screen sharing session) they are not able to reproduce it.

When creating a HAR file (one of the step requested by support) I had to disable the caching in the browser (in chrome: developer tools -> network tab -> Disable cache checkbox). Upon reloading the page, the two stories that were affected at that time magically reappeared on the scrum board.

I have not been able to verify if disabling the cache is the step that resolved the issue as I have not had any live example of an affected story since.

So I would like to ask anyone experiencing the issue:

Can you try disabling caching the your browser, reload and report if this resolved the issue?

Sander H

Just been able to try that; didn't resolve the situation.

Jack Brickey

So is the issue still being investigated by support?

Sander H

Yes, previous support attempts failed to reproduce the issue so they requested a HAR file.

I was now able to create that HAR file with a story that exhibits this problem, so I've added that to the support ticket.

With that, I've just reopened the issue.

Sander H

An attentive and active Atlassian support employee managed to diagnose this and linked this issue to https://jira.atlassian.com/browse/JRASERVER-71091

It seems to be triggered by sprint activity (e.g. making a pull request), followed by transitioning of the story. When these happen in a short time frame, the link between sprint and story can be 'lost'. Reindexing the story using the REST API resolves the issue, but then again so does any other modification to the story.

If you're experiencing the same issue, please vote for it!

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