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Closed tickets appear in "open issues"

Eric H15

I have set up a default ITSM project with no customizations whatsoever. I have done the following:

Created a single ticket
Set the status to Resolved and set the resolution to Done
Set the status to Closed

When I created a second ticket, I saw a drop down for Linked Issues. When I clicked it, I saw the first issue appear.

I've seen other posts reporting that you must set a resolution, but I have done that in this case. Any ideas of what I'm doing incorrectly?

Picture below: Ticket is Resolved and Done

01 ticket is closed and done.png

Picture below: New ticket has an option to link to the same ticket as an Open Issue

02 issue still appears.png

Accepted answers

Joseph Chung Yin

@Eric H15 -

Welcome to the community. One thing to check is the WF associated with your IT2-1 issue to make sure that when issue moves into the CLOSED status is not clearing out the resolution field value.

Let me know what you is your finding. Afterward, I can assist further with your ask.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Eric H15 -

Welcome to the community. One thing to check is the WF associated with your IT2-1 issue to make sure that when issue moves into the CLOSED status is not clearing out the resolution field value.

Let me know what you is your finding. Afterward, I can assist further with your ask.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Eric H15

(Please disregard, I responded in the wrong area.)

Eric H15

Thanks for the welcome. I tried replying here but I accidentally replied in a separate area of this thread.

I do not believe it is closing it out. The screenshot above shows the ticket after I had closed it. It still shows a resolution of Done. Also this is a new unaltered ITSM project, so I do not believe it would do that be design.

That said, I am new to Jira and am just testing pre-purchase.

Joseph Chung Yin

@Eric H15 -

Another question for you - "New ticket has an option to link to the same ticket as an Open Issue" In Jira/JSM, when you link an issue to another issue (i.e. IT2-1 is closed with resolution set to DONE), if you link it to another issue, the issue will have "Strikethrough" marks over the issue key.

In the above example, GIAPPSJSM-22 is Resolved with Resolution value populated. Keep in mind that when you search for the issue, the issuekey will not displayed with the strikethrough marking. However, after the link is established, you will see the issuekey marked.

Lastly I don't see the "Open issues" display when I conduct the issue linking process. Can you provide the exact steps that you got to the "Open issues" pop-up?

Generally, this is what one will see in the UI when conducting issue linking process -

Best, Joseph

Eric H15

Thanks again Joseph. I am not seeing any strikethroughs on tickets. Here are my exact steps to reproduce:

Create new IT Service Management Project
Create a request with a type of Get IT Help
- Provide a Summary and Description, and save
Navigate to the ticket and select Resolve this Issue
- When prompted, mark the resolution as Done and click Resolve this issue
Create a new issue by clicking Create at the top of the page
Scroll down to Linked Issues and click Select Issue
- A drop down will appear. A section titled Open Issues will have one ticket in it, which contains the ticket previously resolved.

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