Require a concrete date when a ticket was closed.

Question

Hi All

I need to know how to find a date when a JSM ticket was closed. (for the purpose of this the meaning of "Closed" status is considered Cancelled, Completed, Declined or Done) in other words when the customer and my company are happy that ticket requires no more work.

This is in a Teams Project (still not sure how to identify what is a Team or Company project that's another ticket I have raised)

Ticket types  could be an Enhancement Request, Problem Record, Service Request. Report an Incident, or Request a Change)

I have filters I run each month that I export to excel, then edit the format of these fields and paste into Powerpoint.,

the filter contains the date created (located bottom right of the tickets) below that is a field "Updated" we have previously, been using this date for "Closed". which doesn't really work

however this date in Updated changes if a comment or fields is changed in the ticket - so it really doesn't reflect a true concrete date of closure and doesn't help when SLA's are being discussed as if we are not meeting these because the tickets Closed dates (Update)  changes.

I have both admin and User profiles in my instance of JSM.

Dave_goio7w · Answer

Hi Hannes,

Many thanks,

Unfortunately the guide is for Company Managed projects where the projects I use are Team Managed projects.

Regards

Dave

Hannes Obweger - JXL for Jira · Answer

Hi @Dave

sorry for the late reply, this totally slipped through. The resolved date is only present if the issue's resolution is set correctly, which sometimes requires a bit of configuration. Kindly check out this article for how to set this up in Jira: https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html

Best,

Hannes

Dave_goio7w · Answer

Hi Hannes,

Thanks for the advice -  I checked out the Resolved field  in a filter for all our projects, all statuses and all ticket types. Unfortunately they are all empty as shown in the marked up screen shot below, (Summary hidden)

Being newish to the Admin side of things - I would have wished that it was easy to select the Resolved field.

My previous manager set up our projects, in hindsight I suspect they must have thought the updated field would have worked.

Any further advice is welcomed.