Jira Service Management: Ticket is still visible in "toDo" (Alle offenen Anfragen) even its solved

[Sascha König]

Hello @AlL,

after solving a ticket by changing status to "done" (Fertig) even the workflow is correctly set, that "done" is the last status so that ticket is closed, all tickets are still available in "toDo" (Alle offenen Anfragen).

I expected, that the queue only displays tickets which has to be solved, and after solving they will deleted or moved to another "board", e.g. archive.

Best regards

Sascha

[Marc -Devoteam-]

Hi @Sascha König

Tickets need to have a resolution set.

Is the field resolution set on the tickets? I suspect not.

You can do this by adding a post-function to the workflow or a screen on the transition to "Gelöst" and place the field resolution on the screen.

[Rilwan Ahmed]

Hi @Sascha König ,

Jira considers a ticket is resolved only when the jira system field "Resolution" is updated with a proper value irrespective of your custom statuses. So you need to either add a post function to update the resolution field value when someone transition the ticket to closed/resolved status OR add a transition screen with "Resolution" field so that user select the appropriate value by themselves. 

[Sascha König]

Hello @Rilwan Ahmed ,
did so - but there still seems to be a problem, but I am very sure that the workflow is correctly set. 

See here: Filter is set to "done" (1) but the list shows cases which are not done (2).

See here: Filter is set to "not done" (1) but there are showed done and not done tickets (2)...

[Rilwan Ahmed]

Hi @Sascha König ,

Jira will not understand what is the Closed status as it can be named differently. Try to do below steps

1. If you are a Jira admin, go to Jira project space settings --> Request Management --> SLA 
   Check what is the condition mentioned for "Finish counting time when" for the SLAs
2. Make sure the Jira status and fields are updated with the conditions mentioned in step1. 
3. Also go to your Queues --> Edit Queue and check what is the conditions mentioned in it. 

[Sascha König]

Hello together,

the counter time to solve is still running, so they are not closed.

@Rilwan Ahmed I really do not know what to do after your explanation. To my mind when workflow is set correctly to "solved" or "closed" then ticket should be closed. 

[arielei]

Hello @Sascha König 

Please check the filter behind "Alle offenen Anfrag..."

its probably not filtering the work-items correctly.

If you need, pls share an image of the filter.

Best regards,

Ariel