Problem

Scenario 1

When viewing a Jira Software project, we see that the sidebar is not showing the Backlog or Active Sprint menu links:

Normally, there should be a link to the Active Sprint and the Backlog menu in the left side bar, as shown in the screenshot below:

Scenario 2

Backlog issues are showing blank pages like the below:

Environment

Jira Software Server / Data Center 7.0.0 and any higher version.

Cause

Root Cause 1

The Jira Software application is not installed, not licensed, or the license has expired, as shown in the page ⚙ > Applications > Versions & Licenses.

Root Cause 2

The project where the links are missing from the side bar are not of type Software (they are of type Business or Service Management)

Root Cause 3

The user(s) who can't view the links in the side bar were not granted Jira Software application access (via a Jira Software license).

Root Cause 4

Some of the Jira Software components are disabled.

Diagnosis

Diagnosis for Root Cause 1

Go to the page ⚙ > Applications > Versions & Licenses, and check if you can see a message under the Jira Software application complaining that the application is not installed, unlicensed, or that the license has expired. For example:

• "Jira Software is licensed but not currently installed"
  
• "Jira Software is installed but unlicensed. To request a new license, contact sales."
  

If you see any of these messages, then Root Cause 1 is relevant, and you can move on to the section Solution for Root Cause 1.

Diagnosis for Root Cause 2

For the impacted project, go to Project Settings > Details and check the project type field. If the project type is not Software but Business or Service, then Root Cause 2 is relevant, and you can move on to the section Solution for Root Cause 2. For example:

Diagnosis for Root Cause 3

If only specific users are impacted by this issue, then go to the page ⚙ > User Management > Users, search for the impacted user(s) and check the Applications column. If Jira Software is missing, then it means that this user was not granted Jira Software applications, which means that this user will not able to perform any action related to Jira Software, such as viewing the board backlog and active sprint pages, managing Sprints, etc....  If that's the case, then Root Cause 3 is relevant, and you can move on to the section Solution for Root Cause 3. For example:

For example, in the screenshot below, the user julien3 has "Jira Service Management" application access, but not for "Jira Software":

Diagnosis for Root Cause 4

Generate a support zip from the Jira application, open the application.xml file, and check if you see any component from the Jira Software application that is disable, such as (but not limited to) the components shown below:

         Jira Software Application                     : com.atlassian.jira.jira-software-application
              Version                                       : 9.12.1
              Status                                        : disabled
              Vendor                                        : Atlassian
              Description                                   : Gathers pieces of Jira Software together.
    
         Jira Software Monitor Plugin                  : com.atlassian.jira.plugins.jira-software-monitor-plugin
              Version                                       : 9.12.1
              Status                                        : disabled
              Vendor                                        : Atlassian
              Description                                   : Monitors all plugins that make up Jira Software
    
         Jira for Software Plugin                      : com.atlassian.jira.plugins.jira-software-plugin
              Version                                       : 9.12.1
              Status                                        : disabled
              Vendor                                        : Atlassian
              Description                                   : Provides software development features for Jira.

Alternatively check the pluginstate table in the Jira DB, and check if you see any row in that table with plugins starting com.atlassian.jira.plugins.jira-software*, along with the false flag.

If you find that at least one Jira Software component is disable, then this root cause is relevant.

Solution

Solution for Root Cause 1

Depending on the error that you saw in the page ⚙ > Applications > Versions & Licenses, either install or add a valid non-expired license to the Jira Software application, until this application looks healthy as shown in the screenshot below:

Solution for Root Cause 2

Convert the project type to Software, by selecting Software in the Project type dropdown menu as shown in the screenshot below, and then clicking on Save Details:

Solution for Root Cause 3

Grant the impacted user(s) with the Jira Software application access via the page ⚙ > User Management > Users by clicking on the 3 dots ... icon next to the user, then Edit User Groups, and adding the user to a group that will give them Jira Software Application. Once the user is properly granted such application access, you will see Jira Software listed in the Applications column as shown below:

Solution for Root Cause 4

Re-enable all the Jira Software components by following the steps below:

• Stop the Jira application (or all the Jira nodes in case of a cluster of nodes)
• Backup the Jira Database

• Run the SQL below below

  DELETE FROM pluginstate where pluginkey like 'com.atlassian.jira%';

• Start the Jira application (or all the Jira nodes in case of a cluster of nodes)