Queue Setting "recently closed"

Question

Hey,
we set up a filter "recently closed" in our queue area.

The problem is that only via Email generated requests seem to appear there.

Email requests are the only requests in our setup that have besides opened and updated a third value called closed ... which seems to be the missing piece.

How and where do I add this to our other request types??

Steffen Gebhardt · Answer

I did find the solution myselfe after some struggle.
(Again I have a german interface so the names might differ)

Go to the workflow and if you click on the transition to your field "resolved", "completed" or what ever, you can add to the transition a further following function (There will already be five standard functions).

Add the function "Solution" and combine it with "finished".

This will trigger the resolved status for your request and you will now have a completion date to sort it by.

Steffen Gebhardt · Answer

Hallo Cristian and thank you for your fast responce!

I am from Germany and we also setup the whole system in german so the names I am using might differe.

We can sort cases after all self created states.
But we would like to have an recently closed queue and this only seems to work with the standard email request.

resolved >= -1w ORDER BY resolved DESC

Thats already everything that we use in the filter settings ... the problem again is that:

Only our Mail Requests have a Status/an Attribute called resolved (or closed)

I am not speaking about the workflow I am speaking about:
If you open a Requets there will be at the bottem left an area called data

* Erstellt:  OPENED22/Sep/17 3:12 PM

Aktualisiert: UPDATEDFreitag 2:52 PM

Erledigt: CLOSED/Resolved25/Sep/17 12:13 PM

Only our Mail Request have this third point an I think thats the problem.

unknown · Answer

Hi Steffen

I didn't understand the third and fourth paragraph. I guess that the workflow for issues generated by email has the status closed in your project and the others do not.

You can change your JQL filter to include the equivalent status with an OR.

Anyway, it would be helpful if you state your JQL filter here so we can help you further.