Created vs resolved does not show correct resolved tickets counts

Question

I am using  JIRA Software 7.3.7 and Service desk  3.5.1.

Eventhough there are tickets with done resolution , the reports created vs resolved and gadget created vs resolved does not show the correct counts for the resolved tickets.

The resolution field is not hidden in my project.

IS this a bug within jira or I am doing something wrong here?

Dev Poudel · Answer

HI Nic,

Thanks for your attention.

I did a search

project = "Customer Support"  AND resolved >=  startOfMonth()

it shows only two tickets, however there are more than 50 tickets with resolution done.

However it works for other projects  which are not part of service desk, but does not seem to work for Service desk project.

Nic Brough -Adaptavist- · Answer

Probably not.  Could you run a search that shows you the same issues that there are in the report?

Make sure the column "Resolution" is included and count through them.  It might be easier to save the filter and use it in a dashboard "filter statistics" gadget with Resolution as the statistic.

It's very important to check that you don't have any custom fields called "resolution" too.