I am trying to get the widget for Created v Resolved on the JSM default dashboard to correctly reflect our resolved tickets. I added a resolution section to each issue, and added notes before setting the status to resolved. It still doesn't show up as resolved on the dashboard. I see documentation referring to : * Navigate to Issues: * Select the gear icon (⚙️) to access the Settings menu. * Under ISSUE ATTRIBUTES, select Statuses. But I do not see where in the Jira settings or Atlassian settings anything pertaining to attributes or statuses. I am a global admin btw. What am I missing?

You can use the other gadgets too, but in the case of the Created vs Resolved that one relies on the resolution field which is not set in a team-managed JSM project.

Okay I see so we can only use dashboard gadgets for JSM? That being filter counts and service project reports.

Okay, in that case you cannot use the Created vs Resolved gadget, since it relies on the resolution field. Instead what you can do is create your own chart that can then be added to the dashboard using the Service project report. Something like this: The report has series for both Created and Done.

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Locating and Activating Issue Attributes

Carina Manent

I am trying to get the widget for Created v Resolved on the JSM default dashboard to correctly reflect our resolved tickets. I added a resolution section to each issue, and added notes before setting the status to resolved. It still doesn't show up as resolved on the dashboard. I see documentation referring to :

Navigate to Issues:
- Select the gear icon (⚙️) to access the Settings menu.
- Under ISSUE ATTRIBUTES, select Statuses.

But I do not see where in the Jira settings or Atlassian settings anything pertaining to attributes or statuses. I am a global admin btw.

What am I missing?

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Mikael Sandberg

Hi @Carina Manent,

Welcome to Atlassian Community!

When your tickets are moved to a resolved status, are you also setting the resolution, either manually or via a workflow post function? If you look at a resolved issue you should see something like this:

Screenshot 2024-12-12 at 1.09.39 PM.png

That field is what controls if Jira/JSM is considering a ticket as resolved. You can learn more about this field here.

Carina Manent

Hey @Mikael Sandberg

Thank you for getting back to me so quickly!

I set the status to Resolve

Screenshot 2024-12-12 141645.png

This is where I include resolution notes.

Screenshot 2024-12-12 141706.png

And this is what the workflow looks like for reference.

Screenshot 2024-12-12 141726.png

Mikael Sandberg

The status and the resolution are two different things. In the first screenshot you included of the status you do not see the checkmark that you can see in my screenshot, and that means that the resolution field is not set. And because the resolution is not set your created vs resolved will show every ticket as created and none as resolved.

If you read the best practices on the resolution you have two options. You can either set it as a post function on the transition to Resolved, or you can add it to a screen that is associated with the Resolve transition in order to allow the user to pick the resolution.

For all your tickets that are currently in the Resolved status you can create an automation that sets the resolution, that is easier then the suggestion in the KB that mention to add a new transition that sets it via a post function.

Carina Manent

Okay thank you I will work on an automation to set the resolution. That sounds like a good work around. Any documentation on how to do this would be helpful!

For my information how would you set the resolution field? As you see in the second screenshot I included it as a field in the request type, which I configured in the project settings.

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