Average Age or Resolution Time Gadgets Only Work for Fixed/Complete

Michael Duggan

The out-of-the-box gadgets Average Age and Resolution Time appear to refer to resolved issues with a resolution of "Fixed/Complete" but we have several issues closed set to "Cannot Reproduce" or "Not Enough Information" we want to include as resolved. How do we do that? There doesn't appear to be a gadget setting to change resolution type, and editing resolutions does not have give an option to set the resolution type to "resolved". What is a workaround for this? Has anyone else had this problem?

Nic Brough -Adaptavist-

I think you are mixing up Status and Resolution.  These are two totally independent things (technically independent.  In real life, humans consider them together)

These gadgets work, like most of the rest of Jira on a simple concept - "Issue is done when the resolution is set".  Status is utterly irrelevant, you can have closed, cancelled, ended, penguin, done, doesn't matter.  All that matters is whether the resolution field is empty or not.

It looks to me like you have status of "cannot reproduce", which is fine if that's how you want to report on stuff, but useless to Jira.  You still need to set a resolution when entering that status.

So, first, make sure your workflows set and clear resolution at the right place first, then we can look at amending the resolutions on the issues that are out of kilter.