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Issues are being moved to a "Closed" status, but the ticket is remaining open in Customer queue.

William Elton

I have a service project serving as an Issue ticketing system. Statuses are used to move the request along the workflow. At the end, the ticket is moved to a "Completed" status. In the project queue, the tasks are no longer showing in the "All Open" view, they are showing as closed/completed. In the customer's queue, the status is marked "Completed" but the request remains as an Open request.

Please note - I am an Admin of the project, not a Jira Admin. The company does not currently have a true Jira Admin, so I am attempting to problem solve on my own.

Thanks!

Accepted answers

Jack Brickey

Hi @William Elton , is this a Company managed project (look in the bottom left corner). Assuming so, can you assess if the Resolution is being set when the issue is completed? This will be confirmed by a ✅ beside the completed status.

All comments

Mikael Sandberg

Hi @William Elton,

Welcome to Atlassian Community!

It sounds like the resolution is not set when the request is moved to Completed and that would explain why it is still shown as open to the customer. When you open up a completed request, do you also see something like this?

Screenshot 2024-05-22 at 2.51.14 PM.png

The checkmark and Resolved is the resolution and that tells JSM that the request is now closed. The resolution can either be set automatically by a post function on the transition to Completed, or you have a screen with the resolution field on it so that the agent moving it to completed get to select the resolution.

Jack Brickey

William Elton

Yes, this is a company managed project. Where would I go to view if the resolution is being set when the issue is completed? In the workflow diagram, I have a Cancelled and Completed status, both boxes are green. But I'm assuming that's not what you're referring to.

I greatly appreciate you responding. This is an all new level of Jira for me that I'm not used to, especially with having project Admin access, yet not having full access to things.

William Elton

Hey Mikael --

I do not see that view. I see:

When I hit the Actions drop down, it asks if I want to create an Automation, manage automations, or audit log.

Jack Brickey

Yes, what is missing is the green check mark indicating that the resolution is set. if you don't care about unique resolution, values and all you want is for the resolution to be set to done then you should update the workflow and add a post function to set the resolution field to done. You will also want to clear the resolution if an issue is re-opened. I won't go into the process here because there are quite a few posts in the community outlining this exact process. I encourage you to use the search bar here in the community to find how to set the resolution field .

William Elton

Thank you so much, Jack! Being new to Jira, I wasn't quite understanding the terminology to help me find the answer I was looking for. Greatly appreciate your guidance!

John Funk

Hi @William Elton

Click on the transition to those statuses. You should see a pop-up box on the right. Then click on post functions. If you do not see a post on function setting the resolution field then you need to add one. Use the update issue fields post function.

William Elton

Hey @John Funk -- this worked perfectly, thank you. Since no additional fields or statuses were changed, is there a way to re-process the previously "Resolved" tickets so that the issue field post function runs? Trying to see if I have a way to get these issues to move from "Open" to "Closed" for these users. Thanks again!

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