Resolve or Cancel Spam?

Katherine Nevitt

Our Jira receives requests from an older HR email as well as a service portal on our organization's intranet. That email is often included in company-wide communications that come through as issues, though no action is needed. To get the best data about our workflow and team productivity, should we be 'resolving' or 'canceling' these issues/emails?

Susan Waldrip

Hi @Katherine Nevitt , Welcome to the Community!

It probably depends on whether you want to track that spam or not. If you do want to track it, you could Cancel and require a reason (I use a drop-down list for cancelling issues) and include "Other" as a catch-all. If you want to capture the time spent on dealing with spam, you could resolve it and indicate somewhere in the issue that it's spam. Either way, you can then report on it if desired because that data is captured.

If you don't care about tracking/reporting on it, Cancel is probably easiest. Hope that helps.