I closed my sprint and now I cannot see any task in backlog to start a new sprint
Asked by Greg Armstrong:

Hi there,

I use Jira Cloud and closed the active sprint. When I went to the Backlog to adjust the tasks in the backlog I cannot see any tasks an there is only one user (me) in the backlog.

We all our developers log in they only see their user in the backlog and also no tasks at all.

We desperately need to get this working again as we manage all our product development and support through this Jira project board and now we have to manually figure out what to work on next and what status each task it at.

![Screenshot 2024-07-16 at 12.48.33?pm.png](https://community.atlassian.com/t5/image/serverpage/image-id/335845i25D67FD317AE4690/image-size/large?v=v2&px=999 "Screenshot 2024-07-16 at 12.48.33?pm.png")

Any help greatly appreciated.

Thanks,

Greg


Answers:
author: Greg Armstrong
body: Hi [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) ,

Thanks for all your help.

I reached out to support and did a live chat. The issue is related to a recent update to the Cloud product about the issue type hierarchy.

Based on our settings this update has completely broken our borad.

We are not alone and they have created a support ticket for someone to add an exception to our account to remove this update.

Thanks for all your help again.

Greg

comments: author: Trudy Claspill
body: I'm glad you were able to get an answer!

Can you provide more detail about the update and how it broke your board, in case another user with the same problem comes across this post? Did Atlassian tell you about any publicly accessible Jira issue that they have created that we could review?


author: Trudy Claspill
body: Hello [@Greg Armstrong](/t5/user/viewprofilepage/user-id/602156)

What is the filter used by that board? To find that click on the ... button in the upper right corner above the **View settings** button and select **Configure board**

Select the **General** tab and tell us what it says in the **filter query** area.

**![Screenshot 2024-07-16 at 10.15.27?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/335942i2A667C73B6F25D13/image-dimensions/308x263?v=v2 "Screenshot 2024-07-16 at 10.15.27?AM.png")**

It is possible that the query has been changed such that the issues are all being hidden from view.

comments: author: Greg Armstrong
body: Hi [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) ,

Thanks for following up.

The settings are as per the attached screenshot.

Should I update "project = "PO" ORDER BY created "DESC" to project = (PO) ORDER BY created DESC"?

![Screenshot 2024-07-17 at 3.12.09?pm.png](https://community.atlassian.com/t5/image/serverpage/image-id/336085i9B3E693B44224DC6/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 3.12.09?pm.png")


author: Greg Armstrong
body: Hi [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) ,

Another note is we cannot find anywhere to reindex our Jira instance. All the guides we found are incorrect. Is it possible to reindex?

We tried changing the filter to the following:

project = "PO" ORDER BY created DESC  
project = (PO) ORDER BY created DESC  
project = "PO" ORDER BY created aSC  
project = "Pencil One" order by rank aSC  
project = "PO" order by rank aSC  
project = PO ORDER BY Rank DESC

All return results except for the one (PO). ![Screenshot 2024-07-17 at 3.54.34?pm.png](https://community.atlassian.com/t5/image/serverpage/image-id/336087iE5388922E8156927/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 3.54.34?pm.png")

Could this be a reindexing issue that we cannot resolve ourselves?

This issue is killing us as we mange projects from 4 different countries/locations and now we have no easy way to know where all our tasks are at.

Any help in solving this is greatly appreciated.

Thanks,  
Greg


author: Trudy Claspill
body: Re-indexing happens automatically in the Cloud as needed. If a re-index does need to be forced, your Jira Admins would need to contact Atlassian Support directly for that.

I don't see anything wrong with your original filter. Do note that since you have/had the ORDER BY clause set to "created" (rather than rank) you would not be able to drag-and-drop the issues to reorder them in the backlog or board.

Please check the Columns/Status mapping configuration for the board and make sure that all statuses are mapped to columns and none of the statuses are in the Unmapped Statuses area. Issues in the statuses that are in the Unmapped Statuses area will not be visible in the board or backlog.

![Screenshot 2024-07-17 at 9.25.47?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/336135i753960C58846DB6F/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 9.25.47?AM.png")


author: Greg Armstrong
body: Hi [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) ,

I am the Jira admin, I will figure out how to contact them to see if they can reindex for me.

Regarding the columns, we have used this board for 6 and half years now and mapped all the columns then. I've attached a screenshot of the view. Interestingly it shows there are Jira issues in each column, just not visible in the Backlog.

Any other suggestions??

Thanks,

Greg

![Screenshot 2024-07-17 at 8.07.20?pm.png](https://community.atlassian.com/t5/image/serverpage/image-id/336140iC9329C298AA19DAA/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 8.07.20?pm.png")


author: Greg Armstrong
body: Hi [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011)

A couple of other things.

The first is all the users except for the person who is logged in have disappeared from the backlog. See attached screenshot for reference.

![Screenshot 2024-07-17 at 8.12.53?pm.png](https://community.atlassian.com/t5/image/serverpage/image-id/336141iDB1B8406D88FD2F1/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 8.12.53?pm.png")

Secondly, when I view our Products, there is "Jira Product Discovery" with one user (me). Could this be causing the issue?

![Screenshot 2024-07-17 at 8.20.11?pm.png](https://community.atlassian.com/t5/image/serverpage/image-id/336143i87AF4DF820DEEC7D/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 8.20.11?pm.png")

Thanks,

Greg


author: Trudy Claspill
body: Hello Greg,

This is a puzzler.

You can contact Atlassian support by opening a case at <https://support.atlassian.com/contact/#/>

I don't think that the Jira Product Discovery product would cause this problem, but I don't work with that product so I can't be certain.

The Assignee avatars should display the logged in user and avatars for any user that is assigned to a visible issue.

Can you pull down each of the filtering buttons at the top of the screen and confirm that no filters are selected?

![Screenshot 2024-07-17 at 4.07.10?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/336204i29317BC30D2C9DDA/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 4.07.10?PM.png")

I ask because where yours says "Tasks" mine says "Type". I'm curious if you are filtering by the Task issue type, and/or what options are available for that pull-down.

Do you have more than 5000 issues in this project? If so, have you just recently gone over that 5k number? Boards are limited to display no more than 5000 issues, but it should actually display those issue and give you a warning to that affect, but that doesn't seem to be the case for you.

Just for giggles can you try creating a new board from the same filter and see if that nets a different result?


Tags: cloud

jira-cloud

jira-software