Simple question re workflow transitions

[Deleted user]

Hi,
New to Jira service desk and trying to understand workflow schemes and transitions.
I have a service desk project and the Atlassian Service Request and Incident Management workflow attached and love and all seems good.

Query is that closed\completed calls remain in My Queue and I wondered if they transition out\disappear over a day or two.

Can't find anything online that details this and wondered if the community could help me out and clarify.

Sorry if it's super simple just after some help.

Nic.

[Bryan Trummer - ReleaseTEAM]

Hi @[deleted] - Welcome to the community! So you have tickets that you have transitioned to a closed or complete status but they are still showing up as not complete in your queue. This would make me think that the tickets do not have a resolution set on them. JIRA understands if a ticket is open or closed based on if there is a resolution on the ticket. No resolution - JIRA sees as open, with a resolution - JIRA sees it as closed.

You will want to add a resolution to those tickets that are closed but still showing up as open.

This can be done by adding a screen pop up to the workflow transition to Close to have a screen display with a resolution, from there the user can then select the resolution. 

You can auto set the resolution on the workflow by a post function setting the resolution to a predetermined selection. This way the resolution is set by the workflow and not the user.

Depending on if you are using SLA's or any type of tracking here are a few things you could do to also help fix those tickets that are already closed.

https://confluence.atlassian.com/jirakb/closed-issues-show-as-unresolved-or-open-issues-appear-as-resolved-with-strike-through-151126301.html

One important thing to mention - don't place the resolution field on your Create/Edit screen as this can cause chaos with the field getting updated and tickets showing false completions.