"You don't have access to this issue"

[Ofer Koren]

I am an administrator in Jira (member of "site-admins"), and yet I am unable to see some tickets.

The message reads:

You don't have access to this issue

Make sure the issue exists in this project. If it does, ask a project admin for permission to see the project's issues.

Was the issue deleted? is there a way to find out who and how?

[Velizar Borisov]

Hi Ofer! Welcome to the community :)

If you have access to the project and can see other tickets in it, check if there's an issue security scheme applied. This additional scheme helps users to setup additional permissions on each ticket. More can be found here.

If that's not your case, probably the ticket has been deleted. From the "cloud" tag on your question I assume you are using cloud Jira, so the following will be linked to that occasion. Unfortunately, there's no easy way to restore a single ticket. You'll have to use a backup of your instance to do so. You can found more info here.

Best regards,
Velio

[James Millard]

Hi Velio,

Thank you for the reply, we don't have any additional security scheme permissions setup at the moment.

As I said I think I have resolved the issue with new tickets coming in.

My issue is with the tickets that are showing in the Email log, that have generated and KEY number but haven't raised a ticket in the open service requests.

I am using Jira cloud, so even though the tickets show as a new request they are automatically deleted if they are not created.

Many thanks

James

[Nic Brough -Adaptavist-]

Admin rights give you admin, but the ability to see a project (and the issues within it) are a project permission, not an admin one.

You'll get this message in one of three cases:

• The issue has been deleted
• You do not have permission to see the project it is in
• You are not in a secuurity level in the project that allows you to see it

In the second and third case, yes, contact the project admin (unless you're happy, as an admin, to go change their project permissions - probably adding yourself to a role in there so you can see it)

[Ofer Koren]

I am able to see other issues, just not this one.

If it was deleted - is there some audit log where that would show up?
I don't need to restore it, just figure out who/what deleted it.

[Nic Brough -Adaptavist-]

If you've checked project permission and issue security, then yes, it's been deleted 

But, I missed one other case, sorry - the issue has been moved to a project where you still don't have view permission or it is secured in that project.

I do not know if the admin audit log traps issue deletes, but that's the only way I think you might be able to track issue deletion on Cloud (without setting up a script, app, or automation to catch and record them for yourself)

This is one of the reasons you find experienced admins across the community recommending restricting delete issue permission to admins only, then it's only your direct team who need to be asked...

[Rogério Pereira]

eu tabem n tenho acesso aparece This app requires access to a Jira site which you don’t have or don’t have the permission to access.

[Nic Brough -Adaptavist-]

You will need to ask your admins for access.

[Phil]

Could someone on the Atlassian side please explain how any of this is acceptable from a user experience standpoint.  If the answer is definitively: 

You'll get this message in one of three cases:

• The issue has been deleted
• You do not have permission to see the project it is in
• You are not in a secuurity level in the project that allows you to see it

...then why doesn't the error just state one of the above instead of creating mass confusion for admins and users alike.  Just say "sorry the ticket has been deleted".  Where is the face palm emoji when I need it?

[Nic Brough -Adaptavist-]

Because you should not leak the information that the issue exists or existed to people who do not have the right to see it.

It is illegal in more places than you would guess for an issue tracker to tell you exactly why you can not see an issue.