ticket missing after created

[Austin Lehdonvirta]

Sometimes some ticket goes missing once it is created.

We got mail notice from Jira system saying a ticket is created and assigned to me but all members cannot access that ticket by clicking the link in mail. And the ticket is also unable to view from our ticket list.

How can I solve this case?

[John Funk · Accepted solution]

Hi Austin - Welcome to the Atlassian Community!

Can you share some more information? Where are you looking for the issue? What is the message when the user clicks on the link but can't see it? 

Does the user have the Browse Project permission on the project for the link? 

[Austin Lehdonvirta]

Hi John, thank you for your reply! Could you please check further details as below?

1.I think it is Jira service management since it is accessible from URL like https://#####.atlassian.net/jira/servicedesk......

2. error massage showing unable to access is in attachment.

3. Yes, I think so! Since in the same project, I can read and write into the other tickets as attached. TES-5242 which created but now showing here and checked No filter is set here. 

Or you mean maybe this ticket is set as some special authority to view? even the creator also cannot the ticket by link now. 

[John Funk]

Yes, if the user is not a JSM Agent, they cannot see the issue outside of the portal view. So they can't click on a URL and go straight there. 

[Austin Lehdonvirta]

Thank you for your confirmation. Please help clarify what is JSM Agent and how to set up it. Or there is some setting needed in our process of creating a ticket ? to avoid this issue.

Usually tickets are created by our team and all members should be able to view and support it. But sometimes this kind of ticket gave us mail notification but unable to access by link, it turns to be a ghost ticket that no one can view or support.

[John Funk]

A JSM Agent is a user who has been granted that permission to the Jira Service Management product. They should also be in the Service Desk Team role in the project. 

[Austin Lehdonvirta]

Thank you John! 

In the same project, only one ticket created by our team is not showing on portal so far. If I am not agent, I should not have been able to view other tickets as well.

Some member also mentioned sometimes he lost his ticket like this but not all the time. Our access are not changed. 

So I think this can be a problem when we create a ticket.(maybe we ticked some tag or setting there)

Could you please help clarify more? Thank you so much!

[John Funk]

So, what is different about the two tickets - the one you can see and the one you cannot see? You need to look at every single field to see the difference - including Issue Type, Request Type, etc.