Summary

Some Jira users are not able to view issues in the Child Issues panel, which is the panel used to show which Jira issues are linked under a parent issue as per the Hierarchy Level configuration:

Environment

Jira Software on Server/Data Center on any version from 8.15.0 (which is bundled with Advanced Roadmaps for Jira).

Diagnosis

• Verify if the issues link table and the link type are proper or not using the below queries.
  

  SELECT ls.id,ls."source",ls."key" as "source key",ld."destination" as "destination",ld."key" as "destination key" from 
  (SELECT il.id, linktype, il."source", il.destination, il."sequence" ,CONCAT(p.pkey  ,'-' ,ji.issuenum) as "key"
  FROM public.issuelink il 
  	join jiraissue ji on  il."source"= ji.id  
  	join project p on ji.project= p.id
  where linktype =(select id 
  from  issuelinktype 
  where "pstyle" = 'jira_jpos_parent_child')) ls
   JOIN
  (SELECT il.id, linktype, il."source", il.destination, il."sequence" ,CONCAT(p.pkey  ,'-' ,ji.issuenum) as "key"
  FROM public.issuelink il 
  	join jiraissue ji on   ji.id = il.destination  
  	join project p on ji.project= p.id
  where linktype =(select id 
  from  issuelinktype 
  where "pstyle" = 'jira_jpos_parent_child'))  ld
  on ls.id = ld.id

• Verify that there is no workflow change on the impacted tickets
  

  SELECT CONCAT(p.pkey  ,'-' ,i.issuenum),p.pname, cg.ID, cg.issueid, au.lower_user_name, cg.AUTHOR, cg.CREATED, ci.FIELDTYPE, ci.FIELD, ci.OLDVALUE, ci.OLDSTRING, ci.NEWVALUE, ci.NEWSTRING
  FROM changegroup cg
  inner join jiraissue i on cg.issueid = i.id
  inner join project p on i.project = p.id
  inner join changeitem ci on ci.groupid = cg.id
  inner join app_user au on cg.author = au.user_key
  WHERE cg.issueid in (select il.destination 
  from issuelink il join jiraissue ji on ji.id = il.destination 
  join project p on ji.project = p.id
  and linktype=10300 ) 
  and ci.FIELD='Workflow'
  order by 1,3,4;

• If the above 2 queries output looks good then, Please proceed with checking the output of the below query, because it should return only the parent_link field only. Since in some cases, it returns extra field(s), which could lead to issue observed:
  

  SELECT id, cfkey, customfieldtypekey, customfieldsearcherkey, cfname, description, defaultvalue, fieldtype, project, issuetype, issueswithvalue, lastvalueupdate
  FROM public.customfield
  where customfieldtypekey  like '%com.atlassian.jpo:jpo-custom-field-parent%'

• If the results of above query returns more fields along with the parent_link  field as observed in below results. Ensure to keep only parent_link field:
  

Cause

The behavior is observed due to data integrity, since the query is supposed to return the Parent Link field

Solution

• Run the below query

  SELECT id, cfkey, customfieldtypekey, customfieldsearcherkey, cfname, description, defaultvalue, fieldtype, project, issuetype, issueswithvalue, lastvalueupdate
  FROM customfield
  where customfieldtypekey  like '%com.atlassian.jpo:jpo-custom-field-parent%'

• If it returns any other field extra other than the Parent_link field then:

  • Make sure the "extra field" (other than Parent_link) field is not being used anywhere in your instance then, you can delete it by following the below sequence steps ( Take a DB backup before deleting it)

  • Stop Jira

  • Take a database backup

• Delete the extra field using the following query:
  

  delete FROM  customfield
  where cfname = 'Extra field name from above query'
  and customfieldtypekey  = 'com.atlassian.jpo:jpo-custom-field-parent'

• Start Jira and either reindex only the impacted project or if many projects had similar issue run a full reindex.
• Please take into consideration that it is possible that the changes won't reflect immediately and will be seen after few minutes after a successful reindexing