When I create a ticket on a Software project board, it does not show in the Board.

[Christie Gray]

I create a ticket in a software project board in JIRA and I get this error message. I created the ticket with a column status that exists in the Board and we don't have any filters. This changed on its own this week with no changes done by us. The ticket is only visible in the List or All Work list. Anyone else having this issue?

[Izabela França]

Hello, @Christie Gray ! I hope you are doing well!

Try checking these two items:

- Make sure the initial status that your ticket was created is mapped to your board. You can check this info by going to "board setting" > layout > columns. 

- Check if the board filter includes the conditions to your recently created item to show. Go to "board settings" > general and look for the board filter query

Let me know if your recently created item match these conditions. :)

[Arianna Di Carlo]

hi @Izabela França I work with @Christie Gray  and I 'm trying to do what you suggested but I don't see the "Layout" option in the board settings - can you please help me understanding where I can find it from these options below? thank you!

[Izabela França]

Hello, @Arianna Di Carlo !

Oh, I see. You must be using a team-managed project, so the navigation is a little bit different. You can find the "Columns" right under the board. Board > Columns and statues option 

[Arianna Di Carlo]

@Izabela França in our board the rule is that "DONE" tickets get unassigned status and therefore are hidden - but for some reason also other status are hidden .  exporting the issues in excel we have noticed that issues created until May 6th are visible in the board, regardless to their status, but they aren't visible anymore after that date. Have developers made some  changes on the background that affect the tickets' statuses?  

[Izabela França]

Hi, @Arianna Di Carlo . I suggest checking the audit log to see if any changes were made in your instance on May 6th. It might give you and idea of what could have happened.
You need to be a Jira Admin and go to Settings > System > Audit Log.

[Arianna Di Carlo]

@Izabela França we have exported the audit log but no changes on the rules are logged .... As I mentioned on my former post, we set up a rule for hiding "Done" tickets (as you can see from the screenshot, they get unassigned status) . Why also tickets in the other buckets get hidden?