Open issues appear in "Closed" filter

[Luis Freitas]

The issue has a Request Type properly set and an Organization. The reporter is inside the organization however other customers cannot see the issue when they filter for "Open Requests". Status and Resolution are both "Open". Images below that show the issue:

[Katarzyna · Accepted solution]

Hi,

It's a well-known bug in Jira Service Management. This criterion "Closed requests" is based on the Resolution field, not the status category. This is why you see tickets in OPEN status filtered as Closed requests.

Best regards,

Kate

[Luis Freitas]

Hi Kate,

Many thanks for your reply. I did find that during my search, however I double checked the Resolution for this request and it is also "Open". Not sure that can be seen in the images but it's there.

Kind Regards,

Luis

[Jack Brickey]

@Katarzyna , I don’t see this as a bug but rather the way the product is designed to work. While I haven’t checked I don’t expect that there is a open bug to change this behavior.

[Katarzyna]

Ok, so it's a weird behaviour which confused customers.

@Luis Freitas you can vote on the following issues:

https://jira.atlassian.com/browse/JSDCLOUD-3254

https://jira.atlassian.com/browse/JSDCLOUD-1327

The Resolution field is not empty (=Open), so this is why you see this request under Closed Requests.

[Luis Freitas]

Hi Kate,

Maaaaaaaaaany thanks. I did feel like there was something missing in my process (the resolutions weren't linked to anything so how could the system understand what's open and what's closed....)

I will check how can I sort this out now that the damage is done T_T but many thanks again =)

Best Regards,

Luis

[Jack Brickey]

@Luis Freitas , you need to ensure you clear the Resolution for any workflow transitions out of a done category status. This should ensure this doesn’t happen to you going forward.

[Katarzyna]

@Luis Freitas Maybe this article will be helpful: https://confluence.atlassian.com/jirakb/open-requests-listed-in-customer-portal-when-user-selects-my-requests-closed-requests-777027009.html

It's about server but you can apply it also in cloud projects.

[Nic Brough -Adaptavist-]

Strictly speaking, it's not a "bug" - it's working as intended.  I'd prefer to call it a design flaw - although Jira is working as intended, I don't think it should work this way.

 Jira considers the resolution field empty as being "unresolved" (and it displays "unresolved" when the field is empty) and any value in it as "resolved", and that's what is behind the "open" filter - open issues are being selected by "resolution is empty"

It sounds like you have set a resolution on the "missing" issue, so you've told Jira it is resolved, and hence not to appear on the list of "open" issues.