Service desk & Excel export issues.

[mahamad.ali]

Hi Team,

Please find below issues in Service desk.

1. After closing tickets in service desk, it is still showing as "Assigned to me". Ideally it should go off from my bucket.
2. Once we download export excel sheet in service desk, we are unable to find reporter name, and format also not downloading properly. Please find screen shot's for reference.
3. As of now based on mail subject we are downloading SPS tickets, but we need subject along with description in export excel/CSV.

Thanks & Regards,

Mahamad Ali

[Marco Brundel]

Hey Mahamad Ali,

For your 1st point, I recommend that you include the following in the filter behind your queue "Assigned to me":

AND resolution = Unresolved

This way you will no longer see the closed issues in your queue.

Another option is to include a post-function in the transition to Closed that clears the Assignee field (I personally would not do that).

Regards, Marco

Tip: do not post multiple questions on the community in 1 item. Create separate items for each question.

[mahamad.ali]

Hello Marco,

Usually on a daily basis i am closing resolved issue, but service request (Issue type) type as "Bug" those tickets if you close also still it is showing in my bucket.

Thanks & Regards,

Mahamad Ali

[Marco Brundel]

Hello,

Is the resolution field filled when a Bug is set to Resolved or Closed?
You can fill this via a post-function in a workflow transition.

Regards, Marco

[mahamad.ali]

Hi Marco,

Sorry I haven't explained it properly.

Actually whatever issues we are closing it still remain under "Assigned to me" tab, but it should go under Done tab, is there any way we can do that.

Example

This are the issues that is closed but in Assigned to me

This are the issues that is in Done

Issue is whatever issues we are closing, it should not show under Assigned to me panel it should start appearing in Done issues panel.

Thanks & Regards,

Mahamad Ali

[Marco Brundel]

Hey,

Behind a queue there is a filter als. You can edit this filter.

And in this filter you add 
AND resolution = Unresolved

Regards, Marco

https://support.atlassian.com/jira-service-desk-cloud/docs/edit-queues/

[mahamad.ali]

Marco,

Problem is, if other users closing there issues, there count reduces automatically but same is not happening for me.

I have only 4 open issues, but the number what is showing on the page is 71

https://olamctrm.atlassian.net/jira/servicedesk/projects/SPS/reports/workload

for the above link.

Regards,

Mahamad Ali

[Marco Brundel]

Mahamad Ali,

I cannot look into your Jira.

When you think there is a problem/bug in your Jira instance I advice you to contact the Support of Atlassian.

Regards,

Marco

[mahamad.ali]

Hi Marco,

Could you please provide support mail id.

Regards,

Mahamad Ali

[Marco Brundel]

Hi,

Just to be clear, I am not working at Atlassian. As a user of Atlassian tools and as an implementation consultant (working for an Atlassian partner) I am active in the community.

The Atlassian Community is the place to find answers, support, and inspiration from other Atlassian users.

Regards,

Marco

See 
https://support.atlassian.com/contact/#/