how to stop deleting tickets automatically.

Dennis de Laat March 14, 2024


Hi,

I have the feeling that over time, tickets that are in the 'review' or 'done' status (both green in the workflow) on the Jira board are automatically being deleted.

I don't want this because I want to review them later, especially when they are in the 'done' status.

How can I stop this?

 

 

5 answers

5 votes
Nic Brough -Adaptavist-
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 14, 2024

Welcome to the Atlassian Community!

I strongly recommend that you remove the automation or script that is deleting the issues.  You should never delete issues automatically in Jira, and I would recommend that you don't allow most of your people to delete issues either, as there's no recovery for them.

However, I don't think you really mean "delete", I think you mean that issues that have been "done" and not updated for a couple of weeks no longer appear in the "done" column of the board.

That is the intended behaviour - if something is done, it needs no more attention from the team.   If no-one has updated it for a while, it just becomes pointless noise and clutter on the board.  So the board stops showing it.

There are two things you could look at doing here, both based on you saying "they're done, but I want to review them later".  That suggests that they are not really done until you review them.  So, either

Change your process so that the issues do not become done until you have reviewed them

Do your reviews from a search rather than the team's board.  Run a search for the issues you want to review and save it as a filter.  Then you can visit that filter regularly when you want to do a review.  You could also create a board based on that filter that does not classify the issues as done so they will never be hidden (although you'll then run into the clutter problem if you do that)

0 votes
Dennis de Laat April 3, 2024

Last question Nic: 

Is it so that only tickets in green section (done) will be archieved after a while not being touched? Or is this also for tickets that are in the list 'to do' (grey)? 

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 3, 2024

It's only for issues that are "done" - they are in the last column on the board.

Other issues, by definition, are not done, so they will never be hidden.

0 votes
Dennis de Laat March 18, 2024

,

0 votes
Dennis de Laat March 18, 2024

,

0 votes
Dennis de Laat March 15, 2024

Hi Nic, 

Thanks for message, but what is my next step now?

I use one of the boards as a sales pipeline, and i dont want issues(leads) that are 'lost' to be deleted, or taken from the board.

Same in a project board, as a ticket that is 'Done' and is totally finished, i still want to check it later, because sometimes when a decision is made, its nice to check it afterwards why a decision was made. 

So what are the instructions to change this to not delete.

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 15, 2024

First, you need to establish whether the issues are being deleted or just being hidden from the board.

We can't tell you what the next step is because it's totally different for each of those paths.

Dennis de Laat March 15, 2024

where can i find if its deleted or hidden? 

Is it maybe easy to set up a short videocall, so i can screenshare? 

Thanks in advance!

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 15, 2024

The simplest thing to do is search for the issue. 

The project reports will still list it if it exists, and if you know the key, you can just type it into the quick search at the top right. 

If you're not sure, then try a more advanced search.  I'd start with "project = ABC and updated < -14d and status = closed".  I'm assuming that the "closed" status is mapped into the last column on the board (usually labelled "done").  That search should only return issues that have become hidden by the board's "it's done and not been touched for a fortnight" behaviour. 

If your "to review" issues do not appear in that search, then they have been deleted, and you need to investigate what is deleting them.  If they do appear, then you have your review list (and you can then save the search as a saved filter, and use it to drive your reviews, or even as the filter for a review board)

Edit - there's also the possibility that the issues have had a security level set on them, one of which you are not a member - this will hide the issue from you but not delete it.  I very much doubt you have something that sets a security level automatically, it is usually a human thing.  But I do not want you to ignore the possibility.

Dennis de Laat March 18, 2024

Thanks Nic,

I have found de stored issues, via the advanced search. 

But i dont want Jira to automatically remove tickets, after they havent been touched for a while.

Where in settings can i change this?

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 18, 2024

There is no way to change the length of time before an issue gets hidden due to being done and not updated on most types of board. 

The exception is the Jira Software Kanban boards which have a secondary "when to hide done issues" filter which you can edit.  The default for those is "is done and has had a fix version put on the issue", but you could change it to "is done and last updated over a month ago" (or any time range you feel like)

Dennis de Laat March 19, 2024

Hmm, alright then.

I use the work managementboard - leadboard (similar to a sales pipeline). The leads that I mark as lost will eventually be archived by the system then... This isn't ideal because sometimes I want to move a lead that was marked as lost back to 'in contact,' for example.

Is this something Jira maybe can change in next update? I think more people will have this problem?

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 19, 2024

Atlassian are not going to change this behaviour, as it is the way Kanban is supposed to work.  Done really is supposed to mean done - it needs no more attention from the team using the board. 

I think you have a process problem here, you should not need to do anything with issues that you have finished with.

Atlassian have not closed the change request for "set my own number of days of not updated before hiding the issue from the board" though - I think that's the only change we might get on this.

Dennis de Laat April 3, 2024

Last question Nic: 

Is it so that only tickets in green section (done) will be archieved after a while not being touched? Or is this also for tickets that are in the list 'to do' (grey)? ..

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