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jira servicedesk - cannot see reopenned ticket in queue

unknown

Hello all

In helpdesk, if I reopen a previously closed ticket, I cannot see it in the queue and I MUST see it in the queue, otherwise, it will be forgotten. But I cannot. Can you please tell me what I am doing wrong or what I should be changing to accomplish this?

I am using JIRA 6.3.12 and Helpdesk 2.3.3

Many thanks

Nima

Accepted answers

All comments

Jobin Kuruvilla [Adaptavist]

Check the filter configured for your queue and see if it omits some statuses like "Reopened". Or maybe there is another criteria that filters out the ticket.

unknown

Thanks Jobin

I have had a look at the filter and the filter is the issue, but not the root cause. If I look at the filter (i.e. edit it), I see that the under the field "resolution", only "resolved" is ticked, however, there is no "reopened" there as a value. I have looked everywhere in the project, workflow, fields, etc.. and cannot figure out where to add "reopen" to "resolution" for this project.

Any ideas?

Best wishes

Nima

Jobin Kuruvilla [Adaptavist]

Sorry, I do not understand. What is your filter? Why does it have resolved checked? Do you want to see resolved tickets in the queue?

unknown

Sorry, I meant to say "unresolved". Below is the filter, which is the "out of box", default filter status = "Waiting for Triage" AND resolution = Unresolved ORDER BY "Time to resolution" ASC

unknown

hi guys

Does anybody have any idea?

Thanks

Nima

Nga Lai

There was a bug about "not able to delete value of resolution when reopening an issue", you can try to remove resolution from your filter, so you can see your opened ticket.

JQL:

status = "Waiting for Triage" ORDER BY "Time to resolution" ASC

Sam Omidi

This issue has been created here https://jira.atlassian.com/browse/JSD-1613

This is due to change of resolution as explained in the ticket mentioned smile

I would like to encourage you to cast a vote on that issue and share your use-case within the comments, as that has way more impact on our product development than most other efforts. Also add it to your watch list to get notified once it is implemented in a future version.

unknown

Thank you Sam. I just voted for it and added it to my watch list smile

Sam Omidi

Nima jaan az kojayi?

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