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Why do tickets not show on the Kanban board when created via the Create button in the top menu?

Suzie Holland

Hello,

I'm using a Company Managed Project and I am an administrator. We have a project board setup with multiple users who can create issues. When anyone creates an issue using the Create button in the top menu, the tickets do not appear on the Kanban board. When using the + Create Issue link on the Kanban board, it's fine.

I've read some feedback around this and can confirm our account is enabled for backlog and all statuses are mapped.

I've read about filters potentially being an issue but can't see how to look at any filters going on in the background. There are no filters set on the Kanban that I can see.

Can anyone help please?

Accepted answers

All comments

Duc Thang TRAN

Hello @Suzie Perrott

The issue might come from the the scope of the board since all status is mapped to your board
Do you have a screenshot of the scope of your board?

Tobias H

Hi @Suzie Perrott and welcome to the community!

When you created an issue from the Create button, do a message box appear in the lower left corner? It probably says something like "Issue was created but is not visible on board".

My guess is , when creating issue directly with the + on the board, it gets added to the board, but when you use the Create button it goes to the backlog and needs to be moved into the board view.

Doreen Undiri

Hi @Suzie Perrott

check the board filter. Every Jira board has an underlying filter that determines which issues are shown.

To access this, go to your Kanban board, click on the ••• (ellipsis) menu in the top right, and select Board settings. In the General tab, locate the Filter Query section( at the bottom). This will show the JQL filter for the board. Make sure the filter includes all issues and statuses you expect on the board; if the filter is too restrictive, newly created issues might not appear

also check Quick Filters you may have active on the board. Quick Filters can be found in Board settings > Quick Filters. They’re designed to let you filter issues quickly based on specific criteria, but if a Quick Filter is active, it could be unintentionally hiding new issues. Try toggling any active Quick Filters to see if this resolves the problem.

Goodluck

Suzie Holland

Hi @Tobias H

Not that I can see, no. Screenshot:

Suzie Holland

Hi @Duc Thang TRAN

How do I check scope please?

Tobias H

Sorry for being unclear, not from within the create view, but after you actually created the issue it will pop up in the board view.

It should look like this:

Screenshot 2024-11-04 111304.png

Suzie Holland

Ah yes, the status is definitely assigned to the board. I think this is around filters but I don't know how to check the board filters.

Suzie Holland

Hi @Doreen Undiri

Unfortunately I don't have General when I am in the configuration for my board:

Doreen Undiri

Screenshot_20241104_133242_Samsung Internet.jpg Screenshot_20241104_133252_Samsung Internet.jpg

Go to the board and check top right,

Suzie Holland

I don't know if that's a different menu for a Company Managed project compared to a Team Managed project but I don't see that menu.

Dick

Hi @Suzie Perrott
Also Kanban boards can have a backlog in Jira. You can check this in the columns section of your board configuration. Newly created issues would end up in the backlog, not visible on your Kanban board.

Hope you find this helpful,

Dick

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