Inactive ticket not appearing on Kanban board

[Tanja Porre]

On the Kanban board of a Company-Managed project, I have noticed that ticket which are not worked on recently, are not visual any more on the board. They are in the Issues overview and have a status that is on the Kanban board. Is there a setting I can change so they are visible again although not updated? 

[Trudy Claspill · Accepted solution]

Hello @Tanja Porre 

What is the status of the issues that are not displaying? Are they green ("done") type of statuses? Are the statuses mapped to the column farthest to the right on the board?

[Tanja Porre]

Hi @Trudy Claspill

We have multiple green columns in our workflow ("Follow up actions", "Closed" and "Cancelled"). The tickets get lost from the Kanban board when in "Follow up actions", but I'm not sure if it has to do with the done-status or more due to the time the tickets are in this column (long process step, other steps take less time). When updating a ticket it does not appear back in the column, but tickets that move as a next step to this column, do appear, so it is not due to limited tickets shown. 

[Trudy Claspill]

Is the "Follow up actions" status mapped to the column farthest to the right on the board?

Kanban boards with automatically hide the issues that are in the right-most column when they have not been updated for a specified period of time. You can configure that period of time by going to the Board Settings > General screen, scrolling nearly to the bottom, and adjusting the "Hide completed issues older than" setting.

[Rutger-Jan Rietman]

hi @Trudy Claspill  @Valerie Knapp there are no board settings for a company managed business project. That makes it hard to solve. Also we have not found a common denominator for the tickets shown. updated/created/due dates all seems irrelevant. If i do a search in the issues view i get 20 tickets in the follow up status. When i look at the board there are only 5. 

[Trudy Claspill]

I was reminded through another thread that there is a limit in Work Management projects that no more than 1000 issues can be displayed on the board. Do you have more than 1000 issues in your project?

https://jira.atlassian.com/browse/JWMCLOUD-23

[Rutger-Jan Rietman]

no there are 24 tickets currently on the board.

[Rutger-Jan Rietman]

Further investigation reveals tha the issue only arrises in the green collumns. So it is probably a setting which says that after 2 weeks th issue falls from the board. It would be interesting to know where this setting is managed on a company wide level, or if you can specify it for a certain project.

[Trudy Claspill]

For a Business/Work Management project issues in a "done" status (a green colored status) will be removed from the board display when they have been in that status for 2 weeks or longer. This is not a configurable option.

[Rutger-Jan Rietman]

ok we have to learn to live with it i suppose. I have already made a filter on the department dashboard with all tickets in that status, kind of a work around.

[Trudy Claspill]

@Rutger-Jan Rietman 

Another alternative, if you also have the Jira Software product licensed, is to make a second board for the project. You can create a Kanban board where you can configure the age at which done issues are hidden.

Refer to https://community.atlassian.com/t5/Jira-Software-articles/Multiple-boards-in-Business-and-Team-Managed-Projects-You-bet/ba-p/1719761

[Rutger-Jan Rietman]

Thank you @Trudy Claspill , That is a good suugestion. We have tried it. Positive side is that the board is fully configurable and the input can be managed with your own filter. Downside is the project does not start up with that board in plain sight. 

Thanks for the effort of thinking with us in solving the issue!

[Trudy Claspill]

It is true that such a secondary board does not display automatically, as Business projects have just one board natively. You could, however, add a Shortcut in the Business project navigation pane that would be a direct link to the board. It still would not display automatically, but it would at least be easily accessible through that shortcut.

[Valerie Knapp]

Hi @Saralie S. , a couple of us here are trying to assist with this question but it concerns Jira Work Management and I can't find very much documentation to be able to help. Would you be able to get someone who has more Atlassian expertise to take a look at this?

[Valerie Knapp]

Hi @Tanja Porre and @Rutger-Jan Rietman , this is a Jira work management project, which I didn't realize before so the board is configured in a different way. That is why we were asking you to look at the board filter.

Do the issues you can't see anymore have something in common? For example, are they all sub-tasks?

[Tanja Porre]

Hi @Valerie Knapp , 

Yes, but I don't have the complete picture yet. For now that status seems to be the shared configuration. But this is a long process step (in done-status) so not sure if that indeed in the reason. 

[Valerie Knapp]

Hi @Tanja Porre , thanks for your question.

Have you tried checking the board filter? It might be that someone has included some JQL to only show issues that have been updated recently.

The first place I would check is to see if a quick filter has been left switched on, like this one here, "Recently updated".

If that's not it, if you click on the three dots, you can check the board settings, including the filter to see this needs to be updated to include all issues, not just those worked on recently.

I hope this helps but if not, please write back and either I or someone else can try to help.

Good luck!

[Tanja Porre]

Hi @Valerie Knapp 

Thanks for your reply. All filters are cleared. Can it be that there are filters used which are only visible for Admin users?

The 3 dots only give me view options (expand or collapse column), noting on filters. 

[Alex Koxaras _Relational_]

Ηι @Tanja Porre and welcome to the community,

Can you check the filter of the kanban board?

[Tanja Porre]

Hi @Alex Koxaras _Relational_

Thanks for your help and input. No filters used. I have the feeling it really has to due with the fact that tickets are not worked on (not updated) for X time and therefore not appear on the board anymore. Once update the ticket is back on the board. 

[Alex Koxaras _Relational_]

@Tanja Porre every kanban board has a filter otherwise it wouldn't be able to show anything. If you are a kanban board admin, then go to the three dots (upper right corner), click it and the then choose board settings.

Under "General" you will see the filter. Kindly paste here what it's written and that no "updated" JQL was used in this filter:

 

[Rutger-Jan Rietman]

hi i am Tanja's colleague with an addition. Thank you all for the effort.

The above is the result when i click the three dots of the kanban board. FYI this is a company managed project on Jira cloud. Any other suggestions where i can find the filter for this board? kr RJ