Probelm With Viewing the Details

[Karthik Mohan]

I am not able to view the details of the ticket in my current project. I was working on new project, accidentally I used the status which is been used in one more project. When I updated the workflow the changes are made across all the projects in the jira service desk. I restored all the old project workflows to the initial state without any problem. But when I try to open and view an old ticket from the system I am not able to view the tickets properly, but the tickets created after this change can be viewed properly. All the old and new tickets before and after the change are in the same queue as I have defined. I have attached the screenshot for reference. Can anyone help me with this. 

[Grigory Salnikov]

Hi!

Have you performed reindex?

[Karthik Mohan]

According to my understanding we cant reindex in the latest Jira service Desk cloud update. If am worng please help me to re-index. Thnaks in Advance.

[Nic Brough -Adaptavist-]

Correct, Cloud is supposed to detect when you need to re-index and do it in the background for you.

[Karthik Mohan]

exactly. I am not sure why this change has happened and why I am not able to view the old tickets properly. Any other suggestions.?

[Grigory Salnikov]

No, you're right. Manual reindexing has been removed from the Cloud, though people sometimes experience index related problems.  It's said to be automatic now.

Another option I'd recommend is to run bulk move to transition all the old issues to the new status. I think it may help.

[Karthik Mohan]

I tried1. But We cant move issues within the current project again. We can only move between different projects

[Grigory Salnikov]

I'm sorry, I meant Bulk Change > Transition Issues from one Status to another in the same project.

[Nic Brough -Adaptavist-]

>We cant move issues within the current project

Use the "move issue" function and do not select a different project.

[Karthik Mohan]

[Karthik Mohan]

I'm getting the above error

[Grigory Salnikov]

Don't you have a "Transition Issues" option?

[Karthik Mohan]

I have only these options

[Grigory Salnikov]

I see. Is it possible to move issues to another project and then back to the original one with the corrected status?

[Karthik Mohan]

Actually, there is no problem with the ticket status. Only thing is I am not able to view the old tickets. 

[Karthik Mohan]

If I move the ticket to another project then I have to map the new fields which again change the ticket.

[Grigory Salnikov]

I got this, by moving issues to and from another project we can trigger reindex so that details could be displayed.

You can try it with one issue and see if anything changes.

[Karthik Mohan]

I tried it didnt help.. The tickets details are lost.

[Grigory Salnikov]

Sorry to hear that. There's nothing more I can think of right now. I don't have a Service Desk instance to try to reproduce the issue.

[Karthik Mohan]

ok. Thanks for your suggestions.

[Nic Brough -Adaptavist-]

The demand to move to another project suggests you don't have the right to create or move issues in the current project.

[Karthik Mohan]

 I am the only administrator.  I created the entire project and I have all the access permissions