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Issues with Customers - Open requests and Closed Request - Information is not accurate

Sibyl Weng

I am in the Customers page under the Channels & People. The users' Open requests and Closed requests have discrepancy.

See the highlights in the picture below.

Under ES, 1 open requests, but 3 closed.

Under SW, 52 open, only 24 closed. Actually there are 50 open are closed. not just 24.

Same as HW, 4 opens are all closed.

There is a bug on this page and need your help to be fixed.

Jira Customer Screenshot.PNG

Accepted answers

Mikael Sandberg

Hi @Sibyl Weng,

Welcome to Atlassian Community!

On the closed requests, do they all have the resolution set? If the resolution is not set Jira consider the request to still be unresolved and would then show up as an open request.

All comments

Mikael Sandberg

Hi @Sibyl Weng,

Welcome to Atlassian Community!

On the closed requests, do they all have the resolution set? If the resolution is not set Jira consider the request to still be unresolved and would then show up as an open request.

Sibyl Weng

Thank you for getting back to me. Your message is correct. I looked at those requested, they are marked "unresolved". But, but I am sure they were closed as resolved before we closed it. Any suggestion? Jira Customer Screenshot - Unresolved.PNG the workflow, there is a stage called "Resolved".

Mikael Sandberg

Yes, the resolution is an important feature in Jira and tells it if the issue/request should be considered closed or not. Please have a look at Best practices on using the Resolution field for more information.

To fix your existing requests you can create a scheduled automation that selects all the closed issue and then have it edit the resolution field to give it a value.

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