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

[Lakshmi Kumari]

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.

[Kris Dewachter · Accepted solution]

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]

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]

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

[Lakshmi Kumari]

Hi Kris,

8 tickets are not visible anymore but can be seen only in automation rule audit log.. I can see other tickets in IS project but not the specific 8 tickets created last week on 7th and 8th specifically.

There is no issue security defined for this project.

Regards,

Lakshmi

[Kris Dewachter]

@Lakshmi Kumari ,

Have you tried checking the permission helper ?

Best regards,

Kris

[Lakshmi Kumari]

Hi Kris,

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