I get "Issue cannot be viewed", but I am an administrator

[Maria Szydłowska]

I had a problem with some issues - they all belong to the same project.

When I am opening a link to the issue I am getting a page "Issue cannot be viewed".

I am sure that this issue has not been deleted, they disappear after I changed the workflow of the particular project.

The issue also cannot be seen in the Issue Navigator (Issue search).

I mapped all the statues in Board Configuration Columns (see the attachments).
I've reindexed the particular project and all issues in Jira.

I've also checked the Jira logs searching for particular problems - there was nothing there (see the screenshot).

When I am opening the "broken link" I am having something interesting in the title of the page a semicolon '-' (see the screenshot).

 

Similar issues found:

• https://community.atlassian.com/t5/Jira-Software-questions/Can-t-view-issue/qaq-p/139007 - I cannot find this issue using "Issue Filters" and Issue Search, actually my problem is an opposite
• https://confluence.atlassian.com/bitbucketserverkb/can-t-display-issues-779171855.html - it's not an issue, but a sort of suggestion - doesn't work for me
• https://confluence.atlassian.com/jirakb/issue-links-show-page-failed-to-load-686853872.html?utm_medium=logScan&utm_source=STP - connected with the error found in logs, but it doesn't apply to this issue.

Documentation checked:

• https://confluence.atlassian.com/jirakb/issues-are-not-appearing-in-boards-779159013.html - I've checked almost everything from this list, but I found nothing that I could apply to solve the problem
• https://confluence.atlassian.com/jirakb/workflows-troubleshooting-211650858.html - I found nothing I could apply from there

Thanks for any help!

Maria 

[Nic Brough -Adaptavist- · Accepted solution]

Is it just one issue, or is it any issue in the project?

Do you have full permission to see the project?  (Admin gives you admin rights, not project rights).  Does it have a security scheme?

[Maria Szydłowska]

It looks like an issue of the project. 

I have 3 tasks that exist before, but they disappear.

[Nic Brough -Adaptavist-]

I can't tell if you mean it is the whole project or just some issues within it.

If it is the whole project, then check the permissions for the project and check you have access.  As I said before, your admin rights are irrelevant, you need project permissions, and they are separate (admin rights mean you can always edit the permissions and people in a project though)

If it is only some issues, then there are four things it could be

1. Check the permission scheme for who can "browse project" - does it give you groups and roles in there?  Or is it dynamic roles like "reporter" and "assignee"?
2. The workflow may have properties that are hiding it
3. You have a security scheme applied to the project
4. The issue has been deleted

[Maria Szydłowska]

@Nic Brough -Adaptavist- I mean - there are some issues in the project who are not visible or behave as they were deleted.

2. Where in the workflow can I check if it is hiding the issues?

I have one question if I may: How to check in Jira database if the tasks exist? Or if they were deleted?
Is is possible?

Thank you, 

Maria

[Nic Brough -Adaptavist-]

In the workflow, it's "properties" that are placed on status, these can override the permissions

Checking the database is a simple way to rule out "issue deleted", as deleted issues are killed off completely, but it's not as simple as it used to be.

Working with your screenshot which shows you looking for DESIGN-741, first, read the table project - look for the pkey of DESIGN, and get the ID for that row.

Second, read jiraissue.  You need the ID from above for the project column, and then the issuenum is the number of the issue - 741 .

If there is an issue there, then the problem is permissions.  If there is nothing there, then the issue has been moved to another project (to which you don't have permissions) or it has been deleted.

[Maria Szydłowska]

I have no properties set in any transition in the project's workflow.

I am going to check if they exist in our database.
@Nic Brough -Adaptavist-, what do you mean by "table project"? DO I need the ID of the issue or the ID of the project? What do you mean by "get the ID for that row"?

I need to read jira issue as a result of a request to the database, right?

Thank you!

[Maria Szydłowska]

@Nic Brough -Adaptavist- I've check jira access logs today.

And I found that all the tasks has been deleted by one person.

So it is not a problem anymore.

Thanks for your help.

Have a great day :)

[Nic Brough -Adaptavist-]

Just to clarify:

what do you mean by "table project"? DO I need the ID of the issue or the ID of the project? What do you mean by "get the ID for that row"

You need to look in the database for a table called "project".  That contains several columns, of which you need to look at ID and PKEY.  Find the project key in PKEY and note the ID for that row.

Then read jiraissue, using the noted ID for the project column.

[Nisha Hajamohideen · Accepted solution]

As you seem to have problem accessing issues from the same project, please check the permission scheme and confirm that you have access to view the ticket in that project.

[Maria Szydłowska]

I cannot provide the proof of the issue that disappear, because it doesn't exist in the navigator anymore, but I can provide the permission helper for another issue from tthis project:

[Nisha Hajamohideen]

Does the project have security scheme?

[Maria Szydłowska]

No, it does not. I have no such option in my instance in Jira:

Project Details:

Jira Administrator Seetings Menu:

Only Security I found is in Project configurations and it's called "Issue Security". But it has nothing specified.

[Nisha Hajamohideen]

My guess is:

1.  someone has deleted the issue.

2.  This ticket has been moved by someone to another project where you d not have access.

[Maria Szydłowska]

Neither of them, I'm afraid.

Issues haven't been touched until today when some people noticed they can't view them.

Maybe someone can't make a mistake on one issue. If there are 5 issues in the same project with basically the same situation it's impossible for all of them to be deleted.

I am a system administrator - I have an access to all existing projects.

I am facing this situation for the first time - when I cannot access the issue. I am the first person who usually has an access to an issue.

[Maria Szydłowska]

@Nisha Hajamohideen I've check jira access logs today.

And I found that all the tasks has been deleted by one person.

So it is not a problem anymore.

Thanks for your help.

Have a great day :)