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Dashboard not displaying correct result due to 'Resolution' field

Aditi Jain

Users are raising issues that the filter criteria that was working fine till last 2 weeks are not showing the correct result now due to the "Resolution'' field.

I'm not able to identify the exact cause here, one user has raised the issue that the dashboards based on the below query were running correctly 2 week back until 19th Dec but now after coming back from his holidays, its not working as expected (like it was giving results earlier)

This query retrieves only 6 results when 'resolution = Unresolved' is added:
(project = "Global Markets IT" OR labels = GM2019) AND Status not in (Cancelled, Closed, "moved to production") AND resolution = Unresolved

And, 187 result, if 'AND resolution = Unresolved' is removed from the query

User is adamant, that the dashboard created based on this query was retrieving the results correctly earlier and not now.

What can be the possible cause for this. Snapshot attached for 6 issues.PNG 187 issues.PNG Issue was not appearing when Resolution=Unresolved was added in query.PNG your reference.

Thanks.

Accepted answers

Ollie Guan

Hi @Aditi Jain ,

Contact your system administrator to try rebuilding the index.

https://confluence.atlassian.com/adminjiraserver085/search-indexing-981155548.html

By the way, has the workflow been modified recently?

All comments

Ollie Guan

Hi @Aditi Jain ,

Contact your system administrator to try rebuilding the index.

https://confluence.atlassian.com/adminjiraserver085/search-indexing-981155548.html

By the way, has the workflow been modified recently?

Nic Brough -Adaptavist-

Could you get us the count of issues for a third query?

(project = "Global Markets IT" OR labels = GM2019) AND Status not in (Cancelled, Closed, "moved to production") AND resolution is empty

There are a couple of ways to get this problem, and the count of issues for this third query will rule one out, or strongly suggest it is one specific one of the causes

Aditi Jain

No changes in the workflow. And, I'm myself the system admin

Aditi Jain

It's retrieving '7' issues only (means like earlier '6', one issue is added now) Resolution is empty.PNG

Aditi Jain

Re-Indexing will slow down the instance, so checking if other options can be work out

Nic Brough -Adaptavist-

Ok, that rules out the thing I was thinking of.

But it also leaves us with the next question - what is actually wrong with the report? You get 187 reults that match the first two clauses, and that narrows down to 6 (7 now) when you exclude the resolved issues from it. So what is the actual expectation and where is this incorrect?

Aditi Jain

Actually, even I checked this, list of issues with 187 results contain several issues with Resolution value as 'Unresolved', so that's where the question arises then why are these issues not appearing on adding 'resolution = Unresolved'

Ansar Rezaei

I had the same issue before. Atlassian show "Unresolved" Value if resolution filed contain no Value, e.g Empty.

If you edit the end of first JQL to this (Resulotion = Unresolved or Resolution is Empty) you get the result of second query.

The best you can do is clear resolution field for that 6 issues using Adaptivist Script runner and then delete Unresolved value for resolution field

Aditi Jain

Guys,

Just to update, I've finally did background re-indexing, and it helped.

Results are back to the normal.

Thanks for all your inputs & suggestions.

Thanks.

Petr Papousek

Good to hear :-) so the suggestion to reindex from Ollie Guan could be accepted as solution now I guess :-)

Ollie Guan

I'm glad you can solve this problem.

I have encountered a similar phenomenon before, and finally found out that it is caused by the sequence of steps of the postfunction in the workflow. Re-indexing finally solved this problem.

TIM截图20200108162249.png

Nic Brough -Adaptavist-

Ok, that's great.

However, you now should look to see what is breaking your indexing.

A full re-index is "plastering over the cracks" - you should be looking to see what is causing it to break next.

Lukas Payer

Hi Guys,

we are experiencing a similar Problem but with the assignee Field, not with Resolution Field.

In our Workflows, the ReIndex Post Function is present (was before too).

An Background Reindex solved the Problem but we face that Problem nearly every day.

I cannot execute the Background Reindex every day as i have other Problems too

In my Opinion it looks like the ReIndex Post Function dont do its Job.

Is there anyone who knows whats going on?

Best Regards,

Nic Brough -Adaptavist-

Could you show us the list of post-functions you have on the transition where the indexing appears to be failing?

Lukas Payer

Hello,

yes, here's the screenshot.

As far as i checked all Workflows have the PostFunction "ReIndex...".

Best Regards

Nic Brough -Adaptavist-

Ok, that mostly looks ok, but I have a doubt about 1 and 3 and would like to look at the exact symptoms.

On an issue affected, before the manual re-index, what is the assignee set to, and what does the search return? Feel free to use fake names like:

Assignee was Alice before transition, the transition should change it to Bob (the project lead), and that is what is in the index (search), but when we look at the issue, the assignee is Charlie.

Obviously, that may not be what you are expecting or what happens to you, but I've taken a guess (as I have seen this one before). It is only an example of what sort of thing I'm looking for.

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