Missing tickets in jira board

sravani gayatri

we have a customized to-do status called as CS Assigned to Squad, and is now showing as tickets are done with ticket number struck through. But they are supposed to be in To Do and as a result, its not showing in jira board current sprint and in the backlog. Please advise on how to figure this out. i already checked through jira workflow and everything seems to be right. 

Ollie Guan

Hi @sravani gayatri ,

Issue keys showing with a strikethrough and disappearing from the board usually means Jira considers them "Resolved." This is typically caused by two things: the Status Category being set to "Done" (Green), or the Resolution field having a value.

Before we dive in, are you on Jira Cloud or Data Center? And is this a Team-managed or Company-managed project?

Quick Check (JQL)

Run this query in issue search: key = [IssueKey] AND resolution is not EMPTY. If it returns results, the Resolution field is the culprit.

Actionable Steps

1. Check Status Category: Go to Issues → Statuses. Ensure the category for CS Assigned to Squad is To Do (Gray) or In Progress (Blue). If it's Green, Jira strikes it through by default.

2. Check Resolution Field: Check the field in the issue view. If it's not empty, check your workflow. Ensure transitions leading back to "To Do" have the Clear Resolution post-function configured.

3. Check Board Mapping: Go to Board settings → Columns. Ensure the status is mapped to a visible column and not left in the "Unmapped" section.