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Why my tickets with Closed/ Done status is open queue

Avinash Dahre

Hi all,

I am a new Jira admin and setting it up for my company.

though I am setting the status of my tickets to Done, it still stays in open queue. in the queue setting it is filtered by Resolution = Unresolved (which I understand should be Done)

please see the below screenshot

Also I have created some new workflows, and a rule that set the status of the ticket to Done based on certian criteria.

Any help will be much appreciated.

thanks in advance

Accepted answers

Christopher Yen

Hi @Avinash Dahre welcome to the community!

Resolution is actually a different field itself that your queue is querying. I believe if this is empty some of the out of the box queries will show closed items as open such as in the portal. Usually we have it set up to prompt the assignee to select a value for the resolution field when the item transitions to the closed status (done, resolved, etc) but if that's not part of your process you can have your workflow autofill the resolution with "Done" or select a generic resolution to auto fill.

Short term solution for your queue is you can change the query to

status != Done

or use the basic query mode and use the status drop down and change it to not equals and select the resolved status(es) to exclude.

2025-06-14 14_41_49-Issue navigator - JIRA.png

This documentation for Configure resolutions in a Jira workflow will be helpful to reference

Rilwan Ahmed

Hi @Avinash Dahre ,

Welcome to the community !!

Jira considers an ticket is closed/done when the Resolution field value is set in the ticket. If the resolution field is not set, many gadgets like "assigned to me", "Open issues", "created Vs resolved" and other gadges will not display the proper results. You can fill the resolution field by

Create an automation rule to update the field
A transition screen to allow users to select the appropriate resolution manulally (best solution)
Make use of "update field value" post function in workflow to update the resolution when the ticket is transitoned to Done/Resolved status.

Please note: If you have Reopen transtion, then make sure to add a "clear field value" post function to remove the value in resolution field.

All comments

Christopher Yen

Hi @Avinash Dahre welcome to the community!

Short term solution for your queue is you can change the query to

status != Done

or use the basic query mode and use the status drop down and change it to not equals and select the resolved status(es) to exclude.

2025-06-14 14_41_49-Issue navigator - JIRA.png

This documentation for Configure resolutions in a Jira workflow will be helpful to reference

Avinash Dahre

Thank you @Christopher Yen

changing the queue setting dones help.

I will also try to add an additional step in the automation to fill in the resolution.

would you recommend any resource or training to learn all the basics of Jira Service Management for an admin?

Rilwan Ahmed

Hi @Avinash Dahre ,

Welcome to the community !!

Create an automation rule to update the field
A transition screen to allow users to select the appropriate resolution manulally (best solution)
Make use of "update field value" post function in workflow to update the resolution when the ticket is transitoned to Done/Resolved status.

Please note: If you have Reopen transtion, then make sure to add a "clear field value" post function to remove the value in resolution field.

Avinash Dahre

@Rilwan Ahmed @Christopher Yen thank you, I added a screen on the transition to ask user for resolution, where user can select Resolved, Done, Declined, Cancelled etc. and that fixed the issue. thank you for the guidance.

Christopher Yen

Glad you were able to fix it!

This is a link to a free learning path for JSM on Atlassian Learning.
Configure Atlassian tools for effective service management

I think getting familiar with ITSM concepts will be important as well for service projects

and as always if you have a use case you need help with you can ask us here on the community forums.

Avinash Dahre

Thank you. I will go through it.
I am having some issues with enabling Widget, We can't validate the widget right now. Try again in a little while..
I will raise another question for this.

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