Kanban board tickets shown in wrong column

We have been using Kanban Board successfully for some years but from last 3 months the tickets parked in a column is not where it actually should be parked for example the ticket shows up in In-Dev column, then we open the ticket and the status of the ticket says In-QA. this creates a lot of confusion and work remains pending and blame game starts. Out IT staff has contacted the support, and was advised doing an Re-index of the system to improve the situation, but with re-indexing so many times the issue still remains.... We have to do a chore of reviewing the tickets every day then update status revert back the status and then the ticket shows in the right column, then the next day the issue is back... 

The same issue happens with the Assigned of the ticket, we need to unassign and assign the ticket back to refresh the assignee. 

Our support ticket raised with atlassian: 

 [SUPPORT] [JIRA Software (including JIRA Agile)] Tickets in Kanban Board does not show in correct column as per their status [GHS-26381]

7 answers

0 vote

This is very unclear as to what the problem actually is.  Two questions

  1.  Could you explain
    1. The status the issues are going through when you're making these changes
    2. The columns you have defined in the Kanban board - what are they, and what status are in each column?
  2. Does re-indexing really fix it?  If it does, then you should be able to just edit that issue (add a dot to the description or something), and that would re-index it.  Could you explain whether indexing is actually helping here?


Your issue doesn't exist either - could you visit it and give us the full url?

How about giving us a screenshot of your problem? The JIRA tickets will park on the columns accordingly on what you configure it to be. For example, you got a column named "In Progress" but in your board "Column Configuration",  you set it up so that tickets in "Ready for QA" will show in this column. So you better check that part. 

As Nic stated, some of the problems you mention are blurry. Put more context if you can smile

Hi @Parag Patel

In addition to the comments from Nic Brough [Adaptavist] and Gabrielle Bautista have you tried a complete reindex of your JIRA instance? 

Thanks Nic/Gabe/Phill for your inputs .. 

On Re-indexing : We are re-indexing every other day, last night we have tried exclusive re-indexing if that is the thing. Now we are down to 1 ticket with that issue from 10... The problem with that solution is that it only holds good for a day and after that the issues is back. 

To Explain the Issue I am attaching the screen shot of our Kanban board:

Issue#1 : Status of the ticket and column it is parked in : If you see ticket # DE-15400 it is currently parked in the PM Review column, but of you open the ticket the status of the ticket is not PM review it is QA-Queue, due to this QA team never picks up the ticket to test. 

Issue#2: Assignee of the Ticket: Same example Ticket# DE-15400 shows Assigned to Mike but when you open the ticket the ticket was assigned to Natasha for QA testing, so Natasha never picks up the ticket to test. 

Hope I was able to explain the two issues, the link to the ticket for Atlassian is https://support.atlassian.com/servicedesk/customer/portal/20/GHS-26381 

jirakanbanissue.jpg

 

0 vote

Ok, so what is the column definition for the board - what Status are in the PM review column?

Also, what happens when you simply edit the issue that you think is in the wrong place?  Does that fix it?

And when does the issue "go wrong"?  What is changed to make it appear in the wrong place?

Finally, we can't see your service requests - I looked in the public JIRA, but you've raised that with Atlassian support, so we can't see it at all.

Thanks Nic.. 

Screen shot showing the column definition is attached... 

The way i fix the ticket is open the ticket move the status in the work flow and then change it back.

The way i fix the assignee issue assign the ticket to me and then assign it back to the person intended. 

No other way works so editing and saving will not work 

Not sure when the ball is dropped by the JIRA, but it has to be when a ticket is pushed from one status to another and assigned to someone else other than the person updating the ticket. 

Yes the issue raised was with Atlassian support, i also do not have access only my IT staff.. 

setupkanban.jpg

OK, that's good. Could we get a screen shot of an issue *view* (just the header - include the key, status and assignee, don't need the stuff beneath that) and the board again when an issue is in this broken state? And a look at the history of the issue could be of interest as well - seeing what changed and when

Thanks a bunch Nic.. will do the next time i come across one .. as for today I already fixed the one issue we had...

My IT department confirmed that day before yesterday they again did re-index and also rebooted the server, Today we have the issue appearing again the screen shot below shows both the issues Kanban board showing wrong Assignee and also the right status in ticket but parked under wrong column on Kanban board  

image2015-12-29 14:58:26.png

Ok, that's perfect. Rules out a load of possible problems so we can concentrate! Next questions - - Can you confirm that the issue history (tab on the left hand picture) shows someone changing the status from qa-queue to qa-complete? (Even if it goes through more transitions, it's just a sanity check) - Assuming there was only one transition there, what post-functions are on that transition? - Did the indexing fix it?

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