I have a Jira IM "Done" ticket that still appears in the dashboard. Ticket is 1- year old.

[Edward Micciulli]

I have a Jira IM "Done" ticket that still appears in the dashboard. Ticket is 1- year old.  Its linked to a BIR ticket with is also done.   Any thoughts?  all other Incident Management done ticket go away from the dashboard but not this particular one.  Thoughts?

[Walter Buggenhout · Accepted solution]

Hi @Edward Micciulli,

In general, tickets are displayed in dashboard gadgets because they match the criteria specified in a filter linked to that gadget.

There are several ways to return a list of open issues (and, consequently, filter out done issues). That may be using status, status category or resolution. The most common scenario is that a ticket ends up in a status that you would consider done, but for some reason there is no value in the resolution field of the issue. If the filter on your dashboard then uses resolution to only show open issues, you may have the explanation for this.

So first and foremost check how your dashboard returns the list of issues; then check the suspect issues to see why it might still be there: status or resolution.

If you still can't figure out what's happening, you'll need to provide more details about your setup to let us help you more specifically.

Hope this helps! 

[Edward Micciulli]

Thank you for your effort with this answer.  I'll look into this.

[Asha Goyal · Accepted solution]

Hello @Edward Micciulli 

There could be some potential reason you can check:

• Check your dashboard gadget's filter: Most dashboards display information based on specific filters. Verify the filter used by the gadget responsible for showing the "Done" ticket. Ensure it's not excluding closed tickets based on specific criteria.
• Edit the filter (if allowed): If you have permission, try modifying the filter to explicitly exclude closed tickets, like adding status != Done as a condition.
• Consider JQL interpretation: Some gadgets use JQL (Jira Query Language) to define their filters. JQL might be misinterpreting the "Done" status in this particular ticket. (this happens with us once)
• Verify resolution field: Ensure the "Done" ticket has a valid resolution set in the "Resolution" field. Missing or invalid resolutions can sometimes cause closed tickets to appear in unexpected places. (this also happens with us once)
• Analyze the ticket workflow: Check if the workflow used for the "Done" ticket has additional transitions or statuses beyond "Done" that might keep it visible on the dashboard. (and yes we faced this issue as well)

If none of the option is working, feel free to raise a support ticket.

Hope this helps. 

Kindly except the ans if it helps.

Thanks