Issues with Done not equal to Resolved

Question

I am very new to Jira Dashboard and I am trying to create a Dashboard view for a team that wants to track their inbound tickets and resolutions, the typical (Avg. length it takes for each agent to complete a ticket)

I've managed to get the standard stuff in terms of:

- How many tickets assigned

- Table showing breakdown by stage (In Progress, Done, etc..)

I was wondering two things really:

1. How comes DONE does not equal RESOLVED - we have 50 x DONE tasks but 0 resolved?

2. How can I add filters to certain Gadgets? For example I want to be able to show the list of oldest In PRogress tickets but at the moment it shows me ALL tickets, even those in DONE status

I've searched on line an found videos about sprints and Jira filters but I don't think we use sprints and the filters aspect is a little confusing

Danut M _StonikByte_ · Answer

Hi @Harry Dunn,

For a list of oldest tickets you could use the "Filter Results" gadget of Jira configured with a filter like this:

project =  "My Project" AND statusCategory != Done ORDER BY created ASC

So first create a filter with this JQL and save it. Then add the gadget to the dashboard and configure it to use the filter that you created. Set the number of results to be displayed (up to 50).

This way you will get the oldest tickets displayed to your dashboard.

Danut.

Vicknesh Shanmugam_7qjfr8 · Answer

Hi Harry.

"1. How comes DONE does not equal RESOLVED - we have 50 x DONE tasks but 0 resolved?"

This is likely because the issues are in Done status but no resolution set to them. Can you add resolution to those issues and see if that changes anything?

"2. How can I add filters to certain Gadgets? For example I want to be able to show the list of oldest In PRogress tickets but at the moment it shows me ALL tickets, even those in DONE status"

Not all gadgets supports filters. You may check gadgets that supports filters here: https://support.atlassian.com/jira-cloud-administration/docs/use-dashboard-gadgets/

For starters, you may try "Filter Results Gadget".

Regards,

Vicknesh (ServiceRocket)