Why doesn't a ticket appear on the Kanban when I click create

Question

Hi. We're reviewing Jira Service management and Jira Software.

In the service portal we can file tickets which appear in the Kanban in Jira Software. But there's also a button to create a new ticket of type task. This doesn't appear on the Kanban. because it only shows tickets of type Feature request.

Why? I suspect the Kanban board type is wrong and should be another one?

Callum Carlile _Automation Consultants_ · Answer

@Edwin Wortel So there are a couple of thing to check here:

Usually, access to a board is denied when a user doesn't have access to the filter which is being used by the board. Depending on how you edited the filter, you might have created a new filter rather than tweaking the existing one (which the users has access to), so you will need to share this new filter if this is the case. To do this:

* Click on Filters in the top menu
* Either in your list of starred filters, or within the 'View all filters' section, click on your newly saved filter
* Click on Details (this will be near the Save/Save As button
* Click on Edit Permissions
* Choose which project/group/organisation you want to give access to, then click on Add
* Save the permission change

If this doesn't work, check that the users have at least the Browse Issues permission for both COG and CRS projects, which can be found/granted in each project's permission scheme.

Edwin Wortel · Answer

Hi,

Yes, and thank you for the answer. That makes perfectly sense, however, when I changed that filter query, my 10 test users could not access the board anymore.

The filter key was "project = COG,  ORDER BY Rank ASC", and then I changed it into "project in (COG, CRS) ORDER BY Rank ASC" the board disappeared for them, but not for me.

Thanks again

Callum Carlile _Automation Consultants_ · Answer

@Edwin Wortel A board can display any issues on it that you want it to, whether they're created via the portal or via the big blue Create button in the top menu.

However, you need to tell the board what you want it to display. By default, the project board will display all issues within the project that the issue is created (so the board's filter would be "Project = [PROJECT_KEY]". Seeing as there are no boards in Service Management projects (these are only in Software Projects), you will need to edit the board settings to display the issues created in the Service Management project.

To do this, please refer to the link in the previous answer.