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Past tickets have disappeared?


A colleague of mine used to be able to see past tickets going back 2 years. Many have information that is still needed for current tasks and projects. 

Seemingly out of nowhere, they are inaccessible. When he would go to his email in an attempt to access one of those "missing" tickets he would be taken to the "No Access" page.

Whats weirder is that old tickets that he himself made are giving him the "No Access" page too.

Ive done all I could from my end. His permissions and and account settings have not changed at all. 

This has happened to another employee as well. 

Any help would be greatly appreciated!

3 answers

0 votes
John Funk Community Leader Aug 18, 2022

Who is the reporter on those cards?

0 votes

Are the issues limited to certain projects? Or is it any issue older than 2 years in any project?

It's any issue in any project. He was able to access these old tickets repeatedly with no problems. 

This just seems completely random

0 votes
John Funk Community Leader Aug 17, 2022

Hi Aristos - Welcome to the Atlassian Community!

Can no one see the issues? Or just your colleague? 

Are you searching in the Advanced Search area? 

Its just my colleague who cant see them. It looks like it could be something on his end, but Im not sure what that could be. He hasn't changed anything and he was working as normal when this just happened. 

He would go to his requests page and broaden the search parameters so that he could see tickets open and closed, made by anyone (since he needs to access information regarding former colleagues from those other tickets). 

Its just one page of tickets when according to him it should be at least 5 pages.

John Funk Community Leader Aug 18, 2022

What is the "requests page" that you are referring to? Can he run a query in the Advanced search box and see all of the issues? 

It's the request page as part of the service desk, sorry. 

He has used advanced search and could not locate those tickets.

To reiterate, they are gone from his ticket history in the service desk requests page, and if he were to go back to his email to find the links to them, he would be taken to a "no access" page.

For example he apparently lost access to a ticket he worked on last month that he made himself 

John Funk Community Leader Aug 18, 2022

Is he the one who created the request? Is he a Jira Service Management Agent? Does he have a Jira Software license? 

Yes he is the one created the request, he is an agent and has a license. 

John Funk Community Leader Aug 18, 2022

Can you see the issues? 

No. I don't have access to them. 

John Funk Community Leader Aug 18, 2022

Does anyone have access to them? 

His colleagues who were apart of many of the tickets, have access and can view them. 

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