Unable to show JIRA tickets with newly created quick filter in Backlog View

[Adrian.neoenmeng.e]

I encountered a problem whereby my team would like to see the tickets that have "cancelled" status when selecting the "Backlog" view and created a quick filter as follows: 

status = Canceled

However, we are unable to see the relevant JIRA tickets when selecting the mentioned filter despite there are existing JIRA tickets that have "Cancelled" status.

Is there anyone in the community can shed a light?

[Hernan Halabi - Elite IT Consulting Group]

Hi @Adrian.neoenmeng.e  welcome to the community, cancelled issues won't appear in the backlog since those issues already have a resolution as can be seen in the last image you se

[Adrian.neoenmeng.e]

Hi @Hernan Halabi - Elite IT Consulting Group 

Thanks for the sharing the solution!

I came across this site - https://confluence.atlassian.com/adminjiracloud/configuring-statuses-resolutions-and-priorities-776636333.html

Would it be possible to customize the resolution from "Done" to something else so that tickets that have "Cancelled" status can appear in the Backlog view?

[Hernan Halabi - Elite IT Consulting Group]

@Adrian.neoenmeng.e  in order to show on the backlog, the issue must not have a resolution at all. 

I would recommend you to leave the status without a resolution set in place and try to have a single ending point for your process. Like everything it ends at the closed status and when you reach that status you can pick one of the many resolutions you can have (done, won't do, cancelled, duplicated, etc).  Ideally, anything that reaches there isn't reopened and doesn't need to be reviewed again. With that in mind, maybe your status isn't actually cancelled, but maybe postponed or just open (not a lot of ideas at this point sorry), that status since won't have a resolution will show up in the backlog but not the other ones.

Let me know if you need more clarification about this.

[Adrian.neoenmeng.e]

@Hernan Halabi - Elite IT Consulting GroupIf I read correctly is that: 

1. The proposed "Cancelled" status do not have a "Done" resolution associated with.

2. Identify a single ending point which have the relevant resolution when a certain Status has been selected.

Do correct me if I am wrong.

[Hernan Halabi - Elite IT Consulting Group]

You got the second point right, regarding the first one you need to change it so it doesn't have a resolution. From the images you sent, that's not the case yet.

[Adrian.neoenmeng.e]

Hi @Hernan Halabi - Elite IT Consulting Group 

I have changed to resolution from Done to unresolved when Cancelled status has been selected. Can you share what you mean by single ending point? Is it the transition?

[Hernan Halabi - Elite IT Consulting Group]

Hello @Adrian.neoenmeng.e what I mean here is that by the time there are no more actions to be taken on a ticket, then that ticket must end it's process on a particular status. Based on the image you attached, done would be the one. Any ticket that is on any other status means that there are still things to be done at some point with it, whenever that is finished, then it should be moved to done.

I hope that clarifies what I mean.