Jira Service Management: Ticket is still visible in "toDo" (Alle offenen Anfragen) even its solved

Question

Hello @AlL,

after solving a ticket by changing status to "done" (Fertig) even the workflow is correctly set, that "done" is the last status so that ticket is closed, all tickets are still available in "toDo" (Alle offenen Anfragen).

I expected, that the queue only displays tickets which has to be solved, and after solving they will deleted or moved to another "board", e.g. archive.

Best regards

Sascha

Sascha König_sjaaul · Answer

Hello @Rilwan Ahmed ,
did so - but there still seems to be a problem, but I am very sure that the workflow is correctly set.

See here: Filter is set to "done" (1) but the list shows cases which are not done (2).

See here: Filter is set to "not done" (1) but there are showed done and not done tickets (2)...

Marc -Devoteam- · Answer

Hi @Sascha König

Tickets need to have a resolution set.

Is the field resolution set on the tickets? I suspect not.

You can do this by adding a post-function to the workflow or a screen on the transition to "Gelöst" and place the field resolution on the screen.

Rilwan Ahmed · Answer

Hi @Sascha König ,

Jira will not understand what is the Closed status as it can be named differently. Try to do below steps

* If you are a Jira admin, go to Jira project space settings --> Request Management --> SLA 
Check what is the condition mentioned for "Finish counting time when" for the SLAs
* Make sure the Jira status and fields are updated with the conditions mentioned in step1. 
* Also go to your Queues --> Edit Queue and check what is the conditions mentioned in it.