Why Im I unable to see the default reports autommatically when there anre requests coming in and req

[Syeda Adeeb Amanum]

Why Im I unable to see the default reports automatically when there are requests coming in and resolution is also happening by the team?

Also, please let me, Even after the rquests are resolved and we see resolved status on them, those are still displayed in open requests queues.

How to view such requests in resolved queues?

Please let me know about the reports generation part in ITSM per developer workload and SLAs rate reports.

[Anusha A]

Hi Syeda,

Thank you for reaching out to the Atlassian Community. 

I noticed your message includes three key points, so let’s go through each one step by step:

Q1: Why am I unable to see the default reports even though requests are coming in and the team is resolving them?
A: Could you please confirm if you're seeing any errors when trying to view the default reports? If not, it’s possible the report filters may not be capturing the correct data. Let us know if any specific report is not populating as expected, and we can help troubleshoot further.

Q2: Resolved requests are still appearing in the "Open Requests" queue. Why is that, and how can I view them in the "Resolved" queue instead?
A: In Jira, an issue is only considered “resolved” when the Resolution field is set. If a request is marked with a status like “Resolved” but the Resolution field remains empty, Jira still treats it as unresolved.

Please make sure that:

• A valid Resolution (e.g., “Done”, “Fixed”) is set when transitioning an issue to a resolved status.

• Avoid using a Resolution value like "Unresolved" or "None" — this can cause confusion, as Jira treats any issue with a set Resolution (even if named "Unresolved") as resolved.

I recommend following this guide for best practices on setting and managing resolution fields: Jira Resolution Field Best Practices

Q3: Can you explain how to generate reports for developer workload and SLA metrics in an ITSM project?
A: JSM provides a set of custom reports to help you track specific team goals. You can edit an existing custom report or create your own new custom report.

Hope this information is helpful, if there are any follow up questions I can raise a support ticket on your behalf for our experts to extend help. 

Regards,
Anusha A