Closed Tickets appear on the All Open Tickets section

Nicolò Vitelli

Hi, I have several closed tickets but they appear on the All Open Tickets despite they're closed, How I can solve this?

 

Jack Brickey

Be sure to set the Resolution field when transitioning an issue to done/resolved. There are a lot of posts on this in the Community. Here are some highlights…

1. either use a Post Function on each transition in a workflow to set the Resolution to Done or add a screen to the transition that requires the user to set the Resolution on transition to done.
2. clear the transition on any transition out of done statuses 
3. if you have closed issues with no resolution then you can either reopen and re-close once #1 is done or you can create a temporary “loop transition” on the done status and add a post function to set the resolution to done. Remove this once all issue are cleaned up. Note you can use bulk change to transition all done + unresolved issues.