one of my user ticket has been closed but still shows in his profile

Question

please do the needful

Marcelo Montaño Sánchez · Answer

Hi

Most likely, the resolution is empty or not set. Check that first.

If the issue persists, we need to determine whether it involves Jira or JSM and investigate other potential causes.

Regards

PPFTEC S.R.L. · Answer

Hi Narendra — adding a concrete, read-only check to the Resolution point above.

If this is Jira Cloud, you or your Jira administrator can run this in advanced search, replacing ABC-123 with the affected issue key:

key = ABC-123 AND statusCategory = Done AND resolution IS EMPTY

If the issue is returned, its status is in the Done category but its Resolution is unset. Jira can therefore still treat it as unresolved. This gives your administrator something specific to investigate; the search does not change the issue.

Atlassian documents this check here:

https://support.atlassian.com/jira/kb/best-practices-on-using-the-resolution-field-in-jira-cloud/

If the query returns nothing, that alone does not identify the cause. Please confirm which screen/list still shows the issue — for example, Assigned to me or the JSM portal's Open requests — and whether you use Cloud or Data Center.

A redacted screenshot of the relevant section heading is enough; please leave out private ticket details.

Tomislav Tobijas · Answer

Hi @Narendra Kumar ,

One more thing worth clarifying is whether we're talking about Jira or Jira Service Management (and the customer portal that comes with it) 👀

As said, it would be great if you could share some examples of what you're referring to here, but keep in mind that this is a public forum and it's not recommended to share any sensitive info ⚠️ So, if you do plan to share screenshots, please remove or blur any confidential info, usernames, etc.

On top of all of that, if you do have Jira admin within your organization, it would probably be best to reach out to them to see if they can help you troubleshoot this 🛠️

Cheers,

Tobi