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How do you resolve or close an issue in a next-gen project?

Stephen Melrose_ik0yjv

Our team are long time Trello users, and this past week we decided to try using Jira due to some of the benefits it would bring us.

We're using a next-gen project, and so far have everything working how we'd want/expect. We have enabled roadmap, backlog, estimation, and pages.

One thing we just can't seem to work out is how to (in the Trello venacular) "archive" an issue, i.e. "resolve" or simply "close" an issue.

I feel like I'm being really stupid here as I just can't find what I assume is a very simple option. When I click the menu button on an issue I can see the option to delete, but I can't see any options to resolve or close. When I select delete, the dialogue box asks,

You're about to permanently delete this issue, its comments and attachments, and all of its data. If you're not sure, you can resolve or close this issue instead.

Can you even resolve or close issues in a next-gen project? Is there a setting somewhere else to enable this functionality?

Accepted answers

Charly _DEISER_

Hi @Stephen Melrose

I don't think this is possible. As you can see in the following links some people have the same question:

https://community.atlassian.com/t5/Jira-questions/Marking-issues-as-closed-or-won-t-do-in-the-next-gen-backlog/qaq-p/923451

https://community.atlassian.com/t5/Next-gen-questions/Cannot-close-a-ticket-on-next-gen-SCRUM-board/qaq-p/924361

Hope this helps!

All comments

Charly _DEISER_

Hi @Stephen Melrose

I don't think this is possible. As you can see in the following links some people have the same question:

https://community.atlassian.com/t5/Jira-questions/Marking-issues-as-closed-or-won-t-do-in-the-next-gen-backlog/qaq-p/923451

https://community.atlassian.com/t5/Next-gen-questions/Cannot-close-a-ticket-on-next-gen-SCRUM-board/qaq-p/924361

Hope this helps!

Stephen Melrose_ik0yjv

Either the language in the "Delete" dialog is incorrect or this has to be an incoming feature. I must admit, not having the ability to close or resolve issues (i.e. duplicates) is really disappointing.

Jason Stork

deleted

Jason Stork

@Stephen Melrose The last column of the board is your resolution or done column. The issues in this column with a checkmark will be removed from the column after 14 days.

unknown

You drag issues to the "Done" Column on your board. When you close your Sprint they are removed the Board...and are "Done"

Afterward, If you run a query against your project with status = "Done" those issues will be retrieved

Jeff Berndt_07xynw

Does anyone know if Atlassian is working on letting users Resolve an issue in a NextGen project?

Jeff Berndt_07xynw

How do you put the checkmark on an issue?

Jeff Berndt_07xynw

That's great if you're using scrum.
What happens to "done" issues on a Kanban board? Do they just stay there forever?

Jason Stork

It happens automatically when the issue is in the done column (The most right column).

Jason Stork

The issues will be removed from the column after 14 days. After the two weeks, there will be a link in the bottom of the column that will allow you to view your old issues.

Jeff Berndt_07xynw

Aha! I didn't see the check because the issue was Flagged. When I removed the Flag, the check appeared.
Thanks!

unknown

Can you set this to be removed after after 7 days? We are working in Kanban and review weekly

unknown

In the "New Issues View" you can edit an Issue and change the Status to "Done"

Sam_scfk97

Screen Shot 2019-08-19 at 12.04.09 PM.png

Cards that sit in the Done column for 14 days will automatically be archived. I don't think this "rule" can be edited to my knowledge.

Gary Menzel_jjqqad

I have to chime in here. It is ridiculous to think that everything can just be marked as DONE. There are different types of DONE (as others have mentioned). Such as "could not replicate", "will not fix" - to name the ones I can think of. "DONE" is a specific state which is a variation of "CLOSED" - as are the others mentioned.

This really needs to be a feature as I have inherited a backlog that needs this type of treatment and I have been polluting sprints with these to ensure they are at least being tracked in some way.

I like next-gen better than the previous templates but this definitely needs to be fixed.

Dan Davidson_wtpeib

Does anyone know when/if this is going to be fixed so that issues can be closed? We can have 20-30 "done" tickets sitting around at any one time and it makes it difficult to see the wood for the trees when managing backlog etc. Waiting 14 days is not a great "solution" and I don't see why there can't be a way to close off manually.

Graham_Farrugia

The accepted answer on this thread isn't remotely helpful.

Another workaround we're using

To get around the issue of not being able to 'Close' a ticket as 'Won't do', 'Resolved', 'Duplicate' or other status we've just moved tickets to Done, add an appropriate label such as 'Won't do' and added the reason that explains why as a comment.

Why closing a ticket is important and should be considered on the Roadmap for 2020.

There's plenty of valid reasons as to why you should be able to Close a ticket and makes no sense you can't. You make plans, and then sometimes plans change, perhaps radically and justifiably, but makes no sense to delete all knowledge of their previous plans existence. Good housekeeping of the backlog means keeping it free of things that are not an immediate priority and that you cannot commit to a realistic timeline of when you might come back to it so closing until such time you want to come back to it is really helpful.

unknown

This is wild.

I guess I just have to delete everything I want to simply close, since despite a clear suggestion right there in Jira, you actually cannot resolve or even close an issue.

Screen Shot 2020-01-20 at 10.24.52 AM.png

Mathias Weber_q90fnf

This is insane, I know. They suggest closing it but it is actually impossible to do it.

Tim Klein_zei6fx

I seriously wonder why nobody of Atlassian did react so far. This is what I did (New Gen Agile) - adding a "Dropdown" field to the ticket type calling it "Resolution" with the according options like "done", "won't do", "duplicate", etc

its in Project Settings > Issue Types

Mathias Weber_q90fnf

They introduced a field in NextGen:

well since there is no real right management in Jira NextGen I cannot 100% say if that was not introduced by someone in my company. But maybe you can check it out and verify?

Lucas Liu_fmabr7

I think this is a custom field, actually a good idea before anything official, I copied this field to our project, it will do for now. Thanks for the idea

eren_d8beqc

JIRA needs to get its s*** together.

Charles Stuart Edwards

How is this not resolved for kanban?

Michael Richmond_lvw44d

What is the Atlassian recommended way of handling this in NextGen?

There are plenty of cases where a ticket is closed as "Won't Do" or "Works for Me" and then later on the ticket becomes important because it contains context and relevant data when the underlaying problem gets identified. Deleting the "Closed, Unresolved" ticket rather than keeping in the system for context and background is not a viable approach.

I will look at the "Conclusion" field to see if this can work for my team.

fabian_cmgsi5

Please get this done Jira team! - or will not fix?

Andreas Rath

@Mathias Weber Where did you find this field? I do not have these in my projects settngs -> Issue Types

Timmy_9nigz2

Please sort this out Jira!

Luis Grangeia

Please fix this.

Michael Richmond_lvw44d

I had no luck in finding the "Conclusion" field in my NextGen or Traditional projects.

Closing a ticket to an unresolved state is key to JIra functionality. As a work-around my company has defined an Epic "won't do" and we allocate tickets to this epic. It is a nasty hack that at least allows us to write some filters to hide these tickets.

Ultimately, this breaks most of the Jira functionality around sprint reports and sprint planning. But it seems like Atlassian is no longer interested in making products that serve the needs of the customer.

Is it really the case that Atlassian is marking the feature request for a "won't do" conclusion as "won't do"? If so, how is this being reflected in the Jira project for Jira?
(It's meta- all the way down.)

Marc Schallehn_zs0ie1

Finally found a solution:

In Kanban-Board, if the issue is in the far right column, click on the "..." in the upper right corner of this column. There is another option "Clear Issues" - this will close all Issues in this column.

Zhanna_1g3wot

Maybe this is a difference between the standard and the next-gen projects, but based on these two articles, you can add different resolution types:

https://confluence.atlassian.com/adminjiraserver073/defining-resolution-field-values-861253253.html

https://www.thinktilt.com/blog/closed-vs-resolved-the-final-stop-on-a-jira-workflow

I simply went to "board settings" (three little dots) --> Columns --> Add Status "Won't Do" to the Column of "Resolved" and that was that:

Untitled 57.png

fabian_cmgsi5

Yesssss

Евгений Дмитриев

Thanks!

fabian_cmgsi5

I made a horrible discovery

1. I added a new Status to my workflow, so not I have two resolution states in the project: the usual "Done" and a "Won't do" - both result in green color so one would expect they behave the same

2. When you actually set "Won't do" the Issue will remain in the sprint forever, it will remain in the backlog forever and it will remain in the Roadmap forever.... why? Simply because it's not the Last status in the Workflow....

Meaningless.

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