Something's gone wrong error on team-managed Jira project board

Summary

When accessing a Jira board in a Team-managed project it fails to load and displays a "Something's gone wrong" error message.

There are multiple scenarios that can exist to cause this behavior.

Solution

Board is attempting to display issues beyond the limit

Jira has a limit for total issues displayed on a board:

• Software projects: 5000issues

• Work management projects: 1000 issues 

If the board filter for this board includes more than the limit, the board may fail to load and display this error.

Confirm how many issues are being returned on a board

Run an issue search for all issues in your affected project. For example:

project = <PKEY> ORDER BY created DESC

Jira will show the total number of issues at the bottom of the search results. If the number is above 1000, the number will be clickable to fetch the total number. 

If the total doesn't exceed the above limits, skip to the next potential cause, which is titled Check the user's permissions and license level.

Solution 1: Bulk transition older issues to a status that isn't mapped to the board

1. Create a new status

   1. For example, an Archived status

2. From your board view, click More options (...) > Configure board

3. Move your new status to the "Unassigned statuses" column

4. Run an issue search for all issues that have not been modified in a timeframe of your choosing

5. From the issue search page, click More options (...) > Bulk change all X issues

6. Bulk transition your older issues to your new status

Solution 2: Move issues to another project

1. Run an issue search for any issues that you don't need to retain in your project

2. From the issue search page, click More options (...) > Bulk change all X issues

3. Bulk Move the issues to a new project of your choice

We have a feature request to track the customers' impact and a Bug about the misleading error message displayed in Team-managed projects:

• Feature request: JRACLOUD-85646 - Allow Query Result to be able to view > 5000 issues

• Bug: JRACLOUD-87219 - Misleading error message displayed when TM project backlog tries to load more than 5000 issues

Check the user's permissions and license level

It's possible for some user accounts to look like they've been granted a Jira product license within the web interface, but still lack permission to access Jira projects.

"Refresh" the user's Jira access license

1. As a site-admin, Remove the Jira product access for the affected user 

   1. See Remove product access for users

2. Add product access for the user 

   1. See Give users access to products

If you're unable to get around the issue using the above solutions, please reach out to Atlassian support.