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Manually sort next-gen jsd tickets on classic Kanban board does not work

We use a kanban board mixed  both service desk and jira software tickets, classic and next gen. With next gen projects I am not able anymore to sort them on the kan ban board. Does anybody has the same problem?

2 answers

Atlassian has confirmed that this is a bug. A fact is, that is prioritzed as "low" and "long term".

So you cannot use next gen projects, if we cannot prioritze tickets. Thats not cool.

0 votes
Petter Gonçalves
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 06, 2019

Hello Sebastian,

Thank you for reaching out.

The ability to sort Next-gen issues in a classic Kanban Board (Change its position/order in the board columns) seems to be properly working for me in JIRA Cloud.

By default, you must order your board filter by Rank in order to allow the manual sort of issues in a Kanban board. You can do it by navigating to the board Settings > General > Click on Add rank.

In case you are not sorting your board issues by Rank, the manual sort of issues will not be allowed and the issues will obey the default sort configured in your Board settings.

If the suggestions above didn't work for you, please provide us with a screenshot/video of how you are trying to sort the next-gen issues in your board and what errors are returned when you try to sort the issues.

Hi Petter,

many thanks for your answer. I checked your tipps and attached a screenshot that everything should configured that way. Please find a screen video at

There you see the yellow tickets that come from a Jira Service Desk Next Gen. As you see, I can sort them, but once I reload, everything is as it was before.

Please note, that they come from Jira Service Desk. We are a SW dev. company, our clients can send tickets through SD, but we want them to prioritize on a board with all other tickets, not in queues in SD.

Thanks, Sebastian Bildschirmfoto 2019-09-07 um 14.38.15.png

Petter Gonçalves
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 11, 2019

Hello Sebastian,

Thank you for the video and the detailed answer.

In fact, JIRA Service Desk Next-gen is a new beta feature that was deployed as a test only for some JIRA Cloud instances, so we've not tested yet how it behaves in a classic board.

That being said, I suggest you open an internal support ticket so ew can further investigate this problem:

Please, include this community post in the ticket to add all the information you provided so far.

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