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Few tickets that were created by customers on JSM are not visible anymore on JIRA.

Lakshmi Kumari_baydk6

Hi Team,

Few tickets that were created by customers on JSM are not visible anymore on JIRA. This happened during testing of few automation rules. We are able to access tickets now but during the testing, the tickets that were created are not visible.. I do have the list of tickets but I cant see them anymore even as an admin.

Below is the snapshot of issue that I see in the Audit Log.

Can someone help me in retrieving those tickets back as I dont want to bother customers by asking them to re-create again as they wont remember either.

Screenshot 2024-11-12 at 1.39.51 PM.png

Accepted answers

Kris Dewachter

Hi @Lakshmi Kumari ,

Can you check if the "Actor" you use in your automation rule, actually has the correct permissions to the project ?

Are you able to view the tickets manually in the backoffice ?

Best regards,

Kris

All comments

Kris Dewachter

Hi @Lakshmi Kumari ,

Can you check if the "Actor" you use in your automation rule, actually has the correct permissions to the project ?

Are you able to view the tickets manually in the backoffice ?

Best regards,

Kris

Lakshmi Kumari_baydk6

Hi Kris,

Nope, even as an admin I am unable to view those tickets ..

Lakshmi Kumari_baydk6

No Kris.. Even as an admin I unable to see those tickets.. I tried checking in "restore tickets" section too but no luck.. Can you suggest an alternate?

Lakshmi Kumari_baydk6

what will the JQL for this?

Kris Dewachter

Hi @Lakshmi Kumari ,

The screenshot you posted was the audit log of the automation rule. Since the automation rule got triggered, it seems like the tickets still exist.

Can you see other tickets in the project ("IS" project i think) ?

Do you have issue security defined in your project ?

Best regards,

Kris

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