Tickets are not showing on the board

Sayed Abualia May 16, 2024

I used one of the project templates to build a project for our company, but when I created the tickets they were showing on the board but not anymore and I don't see many settings that I can change or configure to change any of that, in that template they have multiple views and on the views they show up just fine but not on the main board. Here are some screenshots:

Screenshot 2024-05-16 113505.pngScreenshot 2024-05-16 1139266.png

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Trudy Claspill
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.
May 16, 2024

Hello @Sayed Abualia 

Welcome to the Atlassian community.

Based on the first screen image you provided, it is apparent that you created a Jira Business/Work Management type of project (versus a Jira Software type of project). You can confirm the project type by looking at the View All Projects page under the Projects menu.

In JWM, Jira will hide from the board view any issue in a green-coded status, when it has been in that status for 2 weeks or longer. So the issues in the Expiring Soon and Active Contract statuses are being hidden from the board when they are in those statuses for 2 weeks or longer.

I'm sure your next question is "Why?"

In Jira, you can create Statuses with any name you want. Each Status you create gets assigned to one of three color-coded Status Categories. Those Status Categories and their colors are:

Name  Color  Meaning 
To Do  gray  work has not been started 
In Progress  blue  work has been started but is not complete yet 
Done  green  all work is completed

So the green statuses belong to the "Done" Status Category. Statuses in that category are meant to indicate that all the work on the issue is completed. In JWM the items where work has been completed for 2 weeks or longer are hidden to reduce the clutter on your board view, helping you focus on the incomplete and recently completed work.

In the board view also, traditionally you would see gray statuses on the left, blue statuses in the middle, and green statuses on the right. That helps visualize the progression of work from To Do to In Progress and finally to Done.

If your Status values are assigned to the wrong Status Category, you can change that. The method to do that depends on whether the project is Team Managed or Company Managed, and upon your level of access. Team versus Company managed is another piece of the information that is displayed on the View All Projects page. Example

Screenshot 2024-05-16 at 11.53.21 AM.png

 

As a Site Admin you probably have the required level of access to make the change. That leaves just the actual steps to make the change which depends on whether the project is Team Managed or Company Managed.

With a Team Managed project you would make the change by going to Project Settings > Issue Types, and then selecting the issue type, and clicking the Edit Workflow button. That will show you the workflow diagram for that issue type. Click on the lozenge for the Status that you want to change to a different Status Category, and a panel will show on the right. There you can change the Status Category. Then you would want to save your changes.

Screenshot 2024-05-16 at 11.56.47 AM.png

 

The steps are a bit more complicated for a Company Managed project. If you project is Company Managed, let me know and I will provide the appropriate steps.

Sayed Abualia May 16, 2024

Thank you so much for your detailed answer, that helped me resolve it, and my project was team-based.

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Michel Neeser
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 16, 2024

Hi @Sayed Abualia and welcome!

I can see that the only ticket displayed on your board is the one with a blue status, which means that this issue is in progress. All your other issues (at least the visible ones on your second screenshot) are in a green status, which means "done".

Issues which are done are removed from the board after a certain time, which I believe is two weeks. Have your tickets with a green status been closed more than two weeks ago?

Sayed Abualia May 16, 2024

Yes, it was two weeks until they disappeared, but the green status means for us that this ticket/service is active, and we would like to keep it visible on the board not only in the list view.

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 16, 2024

Then you need to change the Status Category associated with that Status.

See the Answer I posted.

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