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Newbie - JIRA Issues Not Closing

pmccarten@clay-

Hi,

Apologies in advance, but we're a fairly new JIRA OnDemand shop, and we don't have much admin experience with the tool. We've tried to leave the system as vanilla as possible, but appear to have buggered something along the way.

We have a project with associated issues created. When QA has validated issues as fixed, they set the issue's Status to DONE, and set the Resolution value to Fixed. Product Management then comes along and if satisfied sets the Resolution value to DONE. The issue is... nothing seems to happen next. The issue appears to remain open and is no strikethrough shows on an issue list for a project. Are our expectations wrong? Or have we missed a setting somewhere?

Thanks in advance for your help...Pat

Accepted answers

All comments

Nic Brough -Adaptavist-

How are they "setting the issue's status"? And how is the "set resolution value to done" being done as well?

I'm sort of assuming the first is via a workflow transition, and I'm not sure at all about the second - edit? transition?

pmccarten@clay-

Hi Nick,

I don't believe the states are being changed by transitions (aka via workflow), or at least not intentionally. When we're updating states, per above, I'm referring to via the UI. QA validates a fix, then via browser UI clicks on Done. Similarly, when they're marked as Done, I review them then via the same UI update the issue as Done (for resolution). If the workflows are doing this behind the scenes, that's news to me and entirely possible!

Thanks for the help, and apologies for being completely daft in this area.

Pat

Nic Brough -Adaptavist-

Ok, that does sound like workflow - you're not editing a field, you're using menu-like options to move the issue from one status to another.

But I'm not sure how you're going from Done to Done? Same menu option? Goes through a screen that presents you with the resolution?

One very daft question - where is the resolution you are setting appearing? When you go to issue view, is it in the top details panel under status?

pmccarten@clay-

Hi Nic,

Sorry for the delay. That I'm getting to know JIRA a bit better, I totally agree it looks like a workflow issue. To speed things up I attached a screenshot. The pic shows a standard defect of ours. I realize the workflow isn't started in the example I'm showing. Our normal process through this UI would be:

Developer starts work and clicks on Start Progress.
When that's done, the Status field (in the red highlight in attached pic) changes to in-progress as you'd expect.
When developer is done, they change status to Done, and updte Resolution to Fixed.
I then come along, comment and eventually change the Resolution field to Done as well. That's when we want something marked as "Done and Done", and for it's Resolved value to show that time.

You'll also note in my screenshot a 2nd highlighted area, titled Dates. You'll notice Created, Updated and Resolved all show the same times. That screams to me to be a workflow issue, but you'll know better than I.

Pat

pmccarten@clay-

Crap... may have incorrectly entered that last bit as "Answered My Own Question". I most definitely have not. Here is my update as a comment instead...

Hi Nic,

Developer starts work and clicks on Start Progress.
When that's done, the Status field (in the red highlight in attached pic) changes to in-progress as you'd expect.
When developer is done, they change status to Done, and updte Resolution to Fixed.
I then come along, comment and eventually change the Resolution field to Done as well. That's when we want something marked as "Done and Done", and for it's Resolved value to show that time.

Pat

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