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Troubleshoot Backlog Item Access

Resolve common issues with editing backlog items and viewing stories, including permissions, closed items, and project visibility settings.

Who troubleshoots backlog item access: Team members diagnose why they cannot edit specific stories or view expected items. Product owners help team members resolve permission and visibility issues. Project admins investigate access problems and adjust role permissions or project configurations. Site admins resolve system-wide access issues and manage security settings.

Permission requirement: Troubleshooting your own access issues requires basic project member access. Investigating other users' access problems requires Project Admin or Site Admin permissions to view role assignments and project configurations. Modifying permissions and roles requires Site Admin permissions. Specific capabilities depend on your administrative access level.

Cannot Edit a Backlog Item​

There are several reasons why you may not be able to edit a backlog item. Check the following conditions to identify the cause.

Check Your Permissions​

Question: Are all backlog items in that project read-only or only some of them?

Solution: Verify your project role grants access to the project in which the backlog item sits. Note that the story's project may be different from the project you currently have selected.

  1. Look at the backlog item to see what project it is in.
  2. Pull up your member details page.
  3. Check your project role for that specific project.

If you don't have the appropriate permissions, contact your system administrator to request the necessary project role.

Check Item Status​

Question: Is the backlog item closed?

Solution: If the backlog item is closed, you can reopen it, and then edit the backlog item as needed.

  1. Click the hamburger icon Hamburger icon > Product > Backlog.
  2. Navigate to the closed backlog item.
  3. Select Reopen from the Edit drop-down menu.
  4. Make your changes.
  5. Save the backlog item.

Check Sprint or Project Status​

Question: Is the backlog item in a closed sprint, iteration, or project?

Solution: If the sprint or project is closed, you can reopen it, and then edit as needed.

  1. Click the hamburger icon Hamburger icon > Product > Backlog.
  2. Navigate to the sprint or project containing the backlog item.
  3. Reopen the sprint or project.
  4. Make your changes to the backlog item.
  5. Save the backlog item.

Cannot See Backlog Items​

Some users can't see backlog items in a child project when they have a parent project selected, while other users with the same permissions can see both parent and child backlog items.

Check Project View Settings​

This issue is typically caused by the Single Level Project View option being selected. This option only displays items from the selected project and excludes items that belong to child projects below.

Solution: Disable the Single Level Project View setting.

  1. Click the hamburger icon Hamburger icon > Product > Backlog.
  2. Click on the Project Navigator.
  3. Select the parent project.
  4. Deselect the Single-level Project View check box.
  5. Click Apply.

The highlighted projects under My Projects shows the currently selected project. When Single Level Project View is disabled, you will see items from both the selected project and all child projects below it.

Verify Project Membership​

If disabling Single Level Project View doesn't resolve the issue, verify that the user is a member of both the parent and child projects with appropriate permissions.

  1. Click the hamburger icon Hamburger icon > Product > Backlog.
  2. Navigate to Admin > Members.
  3. Search for the user.
  4. Check their project assignments and roles.
  5. Add the user to the child project if they're not already a member.

Fix Broken Image Links in Rich Text Fields​

If broken image icons display in your rich text content (in description fields) instead of the images you inserted, the image resource links may be broken.

When a user inserts an image into a rich text field (such as descriptions), the image resource is stored in its own table and a link to the image resource is inserted into the rich text field. The link contains the fully-qualified URL to the image resource, including the protocol, host, and Digital.ai Agility application instance.

If your Digital.ai Agility instance is moved to a new host or if it is renamed, the links to image resources will be broken and a broken image icon will display instead of the inserted image.

Follow these steps to correct the image resource links:

  1. Download the SQL script: https://github.com/versionone/scripts/blob/master/fixes/change-server-address-in-long-string-fields.sql
  2. Set the variables that represent your old and new host information. For both, include the fully-qualified URL including the protocol, host, and Digital.ai Agility application instance.
  3. Run the database script using the database administrator account.

Note: This is an advanced administrative task. Contact your system administrator or Digital.ai support if you need assistance.

Best Practices​

  1. Verify Project Context: Always check which project you have selected before attempting to edit items, as permissions are project-specific.
  2. Understand Single Level View: Use Single Level Project View when you only want to see items from a specific project without child project items cluttering the view.
  3. Check Item Status First: Before assuming a permissions issue, verify whether the item, sprint, or project is closed.
  4. Document Permissions: Maintain documentation of which roles have edit permissions for each project to help troubleshoot access issues.
  5. Test After Reopening: After reopening a closed item, sprint, or project, test that you can successfully edit and save changes.
  6. Use Project Navigator: Get familiar with the Project Navigator to quickly switch between projects and adjust view settings.
  7. Communicate with Admins: If you frequently encounter permissions issues, work with your admin to ensure your role assignments match your responsibilities.
  8. Plan Server Migrations: When moving or renaming your Digital.ai Agility instance, plan to run the image link fix script immediately after to prevent broken images.
  9. Backup Before Scripts: Always backup your database before running SQL scripts to correct data issues.
  10. Contact Support: For persistent access issues that these solutions don't resolve, contact Digital.ai support with specific details about the problem.
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