Closed tickets appear in "open issues"

[Eric H15]

I have set up a default ITSM project with no customizations whatsoever. I have done the following:

• Created a single ticket
• Set the status to Resolved and set the resolution to Done
• Set the status to Closed

When I created a second ticket, I saw a drop down for Linked Issues. When I clicked it, I saw the first issue appear.

I've seen other posts reporting that you must set a resolution, but I have done that in this case. Any ideas of what I'm doing incorrectly?

Picture below: Ticket is Resolved and Done

Picture below: New ticket has an option to link to the same ticket as an Open Issue

[Joseph Chung Yin · Accepted solution]

@Eric H15 -

Welcome to the community.  One thing to check is the WF associated with your IT2-1 issue to make sure that when issue moves into the CLOSED status is not clearing out the resolution field value.

Let me know what you is your finding.  Afterward, I can assist further with your ask.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Eric H15]

Thanks for the welcome. I tried replying here but I accidentally replied in a separate area of this thread.

I do not believe it is closing it out. The screenshot above shows the ticket after I had closed it. It still shows a resolution of Done. Also this is a new unaltered ITSM project, so I do not believe it would do that be design.

That said, I am new to Jira and am just testing pre-purchase.

[Joseph Chung Yin]

@Eric H15 -

Another question for you - "New ticket has an option to link to the same ticket as an Open Issue" In Jira/JSM, when you link an issue to another issue (i.e. IT2-1 is closed with resolution set to DONE), if you link it to another issue, the issue will have "Strikethrough" marks over the issue key.

In the above example, GIAPPSJSM-22 is Resolved with Resolution value populated.  Keep in mind that when you search for the issue, the issuekey will not displayed with the strikethrough marking.  However, after the link is established, you will see the issuekey marked.

Lastly I don't see the "Open issues" display when I conduct the issue linking process.  Can you provide the exact steps that you got to the "Open issues" pop-up?

Generally, this is what one will see in the UI when conducting issue linking process -

Best, Joseph

[Eric H15]

Thanks again Joseph. I am not seeing any strikethroughs on tickets. Here are my exact steps to reproduce:

• Create new IT Service Management Project
• Create a request with a type of Get IT Help
  • Provide a Summary and Description, and save
• Navigate to the ticket and select Resolve this Issue
  • When prompted, mark the resolution as Done and click Resolve this issue
• Create a new issue by clicking Create at the top of the page
• Scroll down to Linked Issues and click Select Issue
  • A drop down will appear. A section titled Open Issues will have one ticket in it, which contains the ticket previously resolved.

[Joseph Chung Yin]

@Eric H15 -

It seems to be a bug as I finally found the differences.  In the Create Issue screen and the Linked issues section, you are correct that resolved issues are listed under the "Open Issues" section.

However, if you create the issue first without linking any issue to it, then you access the newly created issue (in this case ZIP-2 image below) and click on the Link Issue button, you will not see the resolved issues listed when you click on "Search for issues" field.  If you key in the resolved issue key, after the issue is linked to the open issue, then you will see the strikethrough mark.

The image below, I keyed in ZJP-1 (resolved issue with resolution set to DONE).

At this time, I would recommend you to submit a bug request to Atlassian Support Team (https://support.atlassian.com) and tell them that in JSM when creating issue via the Create button, the Link Issues is displaying resolved issues under the Open Issues heading dropdown listing.

We will be interested to hear what Atlassian Support Team have to say about this bug.

Best, Joseph

[Eric H15]

Hi Joseph,

Thank you very much. This is a big help, and the workaround will help as well.

Thanks again for taking the time out to explore this with me, provide pictures, and write down the details very well. It is much appreciated.

-Eric

[Eric H15]

(Please disregard, I responded in the wrong area.)