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Resolved/Unresolved vs Closed - Reporting

tmccamey

Hey everyone! I need help with understanding the unresolved versus completed ticket status. This is currently my workflow and it works but my reporting is show 0 resolved and 40+ tickets opened/created. So I'm trying to figure out how I can show closed = resolved.

Jira - Workflow.PNG

I tried looking around on the forums but no one has the exact same issues or are creating workarounds for workflows, not metrics.

Accepted answers

Nic Brough -Adaptavist-

It's not about "work arounds for workflows" and lots of people have the same lack of understanding (it's not uncommon to see it of new admins, it's not at all intuitive) of the relationship between resolution and status. Third question on it today!

There isn't one.

Status is an indicator of position in the workflow. Resolution is a field that tells most of Jira whether an issue is resolved or not.

We, the admins, are responsible for making the appropriate equivalence in our workflows. We need to look at where resolution should be set and where it should be empty. On the most part, it should be empty when an issue is in a to-do or in-progress status, and filled when it's a done status. Not always, that's up to your process, but it's a good starting rule.

To do it, you have transitions going into the "done" status that either set resolution with a post function or prompt the user for it with a screen that has the resolution on it. And when coming out of a done status back to a not-done one, the transition should have a "clear the resolution" post-function on it.

Once you've corrected your workflow like that, you'll find your open/resolved data works fine.

Joseph Chung Yin

@tmccamey -

@Nic Brough -Adaptavist- explained 100% on target. You/your team will need to decide when you want to set resolution (on your statuses).

It is recommended (in my opinion): Your two statuses (CLOSED and CANCELLED) should have the resolution populated. If there are any status where your users can move the issues from those two issues into, then you should clear the resolution field.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Nic Brough -Adaptavist-

There isn't one.

Status is an indicator of position in the workflow. Resolution is a field that tells most of Jira whether an issue is resolved or not.

Once you've corrected your workflow like that, you'll find your open/resolved data works fine.

tmccamey

Thank you! I just thought I was losing it.

Sorry but I'm super new to Jira, 3rd week in with a new company, and I'm used to Connectwise and Kaseya.

So I need to create a status named "Done" or can I set the resolution feature/functions for another status like "closed" which I already have or "validation". Where or how do I set this resolution feature/function?

Thank you

Joseph Chung Yin

@tmccamey -

@Nic Brough -Adaptavist- explained 100% on target. You/your team will need to decide when you want to set resolution (on your statuses).

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Joseph Chung Yin

@tmccamey -

Setting resolution value is done at the transition's post function call. You don't need to create new status (i.e. DONE). Just place the post function call in for Resolution field at all the transitions into the existing "CLOSED" status in your WF.

Hope this helps.

Best, Joseph

tmccamey

@Nic Brough -Adaptavist- @Joseph Chung Yin you guys are awesome! I believe I got it, thanks for all the help!

Thank you,

TJ McCamey

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