Issues keep disappearing

[Florian Vrede]

Hey, 

we dont know whats going on, but issues keep disappearing over time randomly, but in bulk. 

Today it happened again, a bunch, like 20-30 just vanished from the board. But if you go to "issues" you can always find them. Some days they are even vanished in this section. It just happens randomly.

And no, we dont have any Filters activated.

Can anyone help us?? :( 

Thank you in advance!!

[Valeriia_Havrylenko_SaaSJet]

Hello @Florian Vrede 

I can suggest you to check this things to investigate the issue:

1. Check if the issues are being moved to a different project or board: It's possible that the issues are being moved to a different project or board accidentally. Check if the missing issues are appearing in a different project or board than the one you expect them to be in.
2. Check if the issues are being deleted: It's possible that the missing issues are being deleted accidentally. Check if the missing issues are appearing in the Jira recycle bin or trash folder.
3. Check if the issues are being archived: It's possible that the missing issues are being archived. Check if the missing issues are appearing in the archived issues section.
4. Check the Jira audit log: Check the Jira audit log to see if there are any records of the missing issues being moved, deleted, or archived. You can access the audit log by going to Administration > System > Audit Log.
5. Check for any automation rules or scripts: Check if there are any automation rules or scripts that might be affecting the issues. For example, there could be a script that is automatically deleting or moving issues that meet certain criteria.
6. Check if there are any user permission issues: Check if there are any permission issues that might be preventing certain users from seeing the missing issues.

If none of the above solutions work, I recommended to reach out to Atlassian support for further assistance. They can help you investigate the issue and identify the root cause of the problem.

Hope it helps!

Best regards, 
Valeriia_SaaSJet

[Trudy Claspill]

Hello @Florian Vrede 

Welcome to the Atlassian community!

What is the status of the issues that are disappearing? Are they only disappearing from the right-most column of the board?

Are you working with a Software project, a Service project, or a Work Management project? If you have navigation options across the top of the screen like below, then it is a Work Management project.

If it is a Work Management project and issues are "disappearing" only from the right-most column, or only from columns that have green statuses mapped to them, then be advised that green/Done issues will be automatically hidden on the board when they have been in that status for 14 or more days.

If you are instead working with a Software or Service project, is the board a Kanban board or a Scrum board? Also is the project Team Managed or Company Managed? The latter will be displayed at the bottom of the navigation panel on the left. Done issues (right most column) on Kanban boards for Software and Service projects may also be automatically hidden based on how long they have been in that status.

If Done issues are being hidden automatically the issues should still be appearing when you select the Issues navigation option for all types of projects. If they were deleted, archived, or moved to another project then they would not appear in the Issues navigation option.

[Trudy Claspill]

Hello @Florian Vrede 

Did the answers we provided help you resolve your issue? If so, please consider marking the Answers that helped as Accepted, to help other users find posts with validated answers/solutions.

[Florian Vrede]

Hey, apparently this was the problem! I now created a new column and moved all the issues there. Is there a way to disable the function to automatically hide green issues? Thank you!

[Trudy Claspill]

What type of project are you working with; Software, Service, or Work Management?

[Florian Vrede]

its a team managed business.

when we click on work management the project appears, but the header says "Jira Software".

[Florian Vrede]

sorry we are very desperated and we dont know how to change that

[Trudy Claspill]

Hello @Florian Vrede 

It is not possible to configure the hiding of green/Done issues in a Team Managed Business (Work Management) project. It is hard-coded that they are hidden when they have been in the status for 2 weeks or longer.

It is only possible to configure that in Company Managed Software projects that use a Kanban board.

[Florian Vrede]

Thank you! We now discovered this too. I will contact the support and ask, if they can change it. Because otherwise we have to manually copy all the tasks to a company managed project. thanks!!

[Trudy Claspill]

I don't think even Atlassian Support can change that configuration. Please report back here what you learn from them. I am anxious to hear what they say.

If you are considering converting to a Company Managed project you would use the Move Issue function to move the issues from the Team Managed project to the Company Manage project. Review this documentation if you are going to consider that conversion:

https://support.atlassian.com/jira-software-cloud/docs/migrate-between-team-managed-and-company-managed-projects/