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Issue search does not find any tickets of project

Maik Wiege

For just one of my project I have some kind of inconsistent state:

- No tickets are shown anymore on the kanban board of that project

- The issue search (https://....atlassian.net/issues/?jql=project = ASP) does not find any ticket of that project (but tickets of other projects)

- But I can see the issues in the "List" view of the project and work with them as normal if I open them from that list (or know the URL).

- I'm admin of the org and the project has the standard permissions "Browse Project" set to "Application access (Any logged in user)"

- I'm on Jira Cloud Free

Especially since the tickets can be seen in the "List" view but not in the search sound to me like this can't be a permission problem but is some inconsistent state. I would have guessed it's some indexing issue but since re-indexing isn't existing anymore in cloud jira, I'm wondering what could be wrong or what to do to fix this.

Accepted answers

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Trudy P Claspill

Hello @Maik Wiege

Welcome to the Atlassian community.

When was the last time the you were able to see the issues on the board or retrieve them by a search?

Can you provide screen images showing the entire screen for what you see in the list view, the board view and in the issue search? Please show at least the issue keys and statuses; the other details of the issues can be obscured.

What type of project does this concern? Get that information from the View All Projects page under the projects menu. Look at what it says in the Type column.

Can you show us the mappings of Statuses to Columns for your board? That would be in the Board Settings.

If you use the Search field at the very top of the screen to type in an issue key for an issue that was in the project, does that find any results?

Does the same happen for other users of your Jira instance?

Maik Wiege

Hey Trudy,

I'm glad to share some more details you requested.

When was the last time the you were able to see the issues?

=> The last time it worked is already multiple weeks ago, maybe 2 months or so and I continued working with the "List" view the last weeks. I don't recall any changes I could have made that triggered it, that's why I assumed it is a temporary issue and the tickets will be back at some point.

What type of project does this concern?

=> The project is a "Company-managed software" (the same as two other projects where I don't have this issue).

If you use the Search field at the very top of the screen to type in an issue key for an issue that was in the project, does that find any results?

=> This search can find the tickets!

Does the same happen for other users of your Jira instance?

=> Yes

And here are the screenshots of my different screens:

Maik Wiege

Short after posting my last message, the ticket suddenly re-appeared in the Kanban Board, but now a couple of days later, they are gone again. This is really annoying.

Do you have any ideas, @Trudy P Claspill what I could try to solve this properly?

Maik Wiege

For the last three weeks or so the tickets have been back. But since today they are gone again. This is so frustrating. :-(

Trudy P Claspill

Hello @Maik Wiege

The last time you reported this it was for a Company Managed Software project and specifically a Kanban board. Is that still the case?

If so, looking at the images you provided previously I see your board has a sub-filter. Can you confirm that there are issues that match this filter?

Screenshot 2025-07-21 at 5.12.55 PM.png

If you clear that sub-filter, do issues appear in your board again?

I do note that you also said that when this occurred previously the issues were also not found through the Filters > Search Work Items screen, which should not be impacted in any way by the sub-filter on your board.

I have flagged your post to raise it to the attention of the Atlassian Team who can look at things from the backend. You should hear from them within 2 business days.

Maik Wiege

Thanks @Trudy P Claspill for raising it.

Now the tickets are suddenly back again. It is really random when they appear and all is fine and then random days later they are gone again for days.

So the Sub-filter also can't be the reason (besides the mentioned problem that during the time where the tickets are gone they can't even be found in the JQL search), because now the tickets are back and the sub-filter is still in place.

It really feels like some indexing problem in the backend where the index gets lost and some time later is rebuild or so until it breaks again.

Andy Heinzer

Hi @Maik Wiege

Sorry to hear about this problem. I have created a support case on your behalf in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1163472

I have some some other recent support cases in regards to JQL search results not returning the expected results, so perhaps our support team can investigate your environment further to better understand why this is not working as expected.

Andy

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