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Open issues count doesn't match the actual tasks assigned to the user

alicelauretta

Hi all,

I noticed that the 'My open issue' field doesn't update with the actual cards assigned to the user.

I think it has to do with the workflow and how the cards are marked are resolved or not, but I don't know how to check / change this.

Can anybody help?

Thanks in advance!

Alice

Accepted answers

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Trudy P Claspill

Hello @alicelauretta

Welcome to the community.

Where are you viewing the "My open issues" data? Can you provide a screen image?

alicelauretta

Hi @Trudy P Claspill

thanks for reaching out to me! I see it in different pages, perfect example is the 'Your work' section.

I know for sure that in the project 'Service' shown below, there is at least one task assigned to me. However, it doesn't result in the 'My open issues' count, not in the 'Assigned to me' list.

Hope it's more clear now.

Screenshot 2020-07-01 at 22.14.52.png

Trudy P Claspill

If you hover over that "My open issues" item you find that it is a link that you can click through to get to the list of actual issues, presented in the Issue Search screen. On that screen you should see an "Advanced Search" link.

Screen Shot 2020-07-01 at 1.23.54 PM.png

If you click on that, you will see the screen change to display the criteria used to select the issues, either in a basic view of the JQL view

Screen Shot 2020-07-01 at 1.26.18 PM.png That shows that the filter is using the Resolution field, and selecting those issues where the value is Unresolved.

Typically within workflows for the transitions that change an issue status to a done/closed/cancelled type of status, there is also a Post Function to set the Resolution field. Issues might be reopened after being closed, though, so for every other transition from a "closed" status to an "open" status, there needs to be a corresponding Post Function to reset the Resolution field to Unresolved.

In the Issue Details View you can also see the value of the Resolution field, if you are using the "old" view for Issue Details.

Screen Shot 2020-07-01 at 1.30.56 PM.png

If you are using the "new" view it appears that the Resolution field is not displayed.

Typically this field is not enabled for direct editing, but it could be.

I hope that information helps clarify what could be happening in your environment.

alicelauretta

Hi Trudy,

indeed I also thought it was connected to the fact that cards are probably marked as Resolved even if they are not. I'm not sure how to 'fix' this tho...

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