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Tickets shown as Closed but not Resolved

Marcelo Javier Macchi

Hi Community!.

I'm having a problem with the tickets Workflow. I had edited the project workflow and changed it. Now when I set the Ticket as Resolved and then Close the Ticket continue as Open at the queue and the resolution time not stop. At the reports I always get 0 closed and there is no Time to Resolved.

I know that I have to manually set a Flag before the "Closed" state of the workflow. But I don't know what field I need to use for Jira to take it as closed.

And, is there a way to correct my old tickets?

Thanks.

Accepted answers

Nic Brough -Adaptavist-

Resolution, you need to set (and clear if you reopen), the resolution field.

All comments

Nic Brough -Adaptavist-

Resolution, you need to set (and clear if you reopen), the resolution field.

Marcelo Javier Macchi

Thanks Nic. I founded the Resolution field. Now I need to find a way to modify all my closed tickets without Resolution.

Thanks again.

Nic Brough -Adaptavist-

The "off the shelf" way to do this is to make sure your workflow sets and clears resolutions correctly and then re-open and close them all.

But I find that ugly.

I prefer to

wait until no-one else is going to be using the project(s) affected
go into the project(s) and add the resolution field to the "edit" screen they are using
run a search for something like "status = closed and resolution is empty"
Bulk edit them, setting the resolution
remove the resolution field from the edit screen (do NOT skip this step - if you do, you will make things even worse because every edit will resolve your issues, and you'll end up with a load of open issues that are resolved)

Mike Patterson [X]

How is this supposed to work for users who can't modify the projects they're on?

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