Created VS Resolved Service Desk report shows 0 resolved

Hello,

I have recently added Service Desk on our cloud installation and am in the process of evaluating it. One of the problems I faced was that I could not make the created vs resolved report to show the resolved tickets. At the beginning I thought that it was the resolution field that was left empty, but fixing my workflow did not make any change on this. I still have 1 created and 0 resolved.

Also, although there is a JQL option in order to create a new report on the Service Desk reports, this does not seem to be any dynamic at all as the Series appear to be predefined and cannot be changed...

 

any ideas?

Thank you

2 answers

1 accepted

Did you close the service desk issue?  It works for me on my local development instance.

Ok, that worked... This is weird, and with no way to know what the Resolved means in the report, how could anyone understand what should be shown there... Thank you very much for your answer though. So it seems, it needs both resolution field filled and to be closed (cause I tried closing the issue but the resolution was empty)

I agree, the behaviors of SD really should be documented better. Trial and error seems to be the current approach :<(

2 votes

This occurs when the resolution field is hidden. Those filters need the resolution, and that's why the issues aren't appearing there.

See https://jira.atlassian.com/browse/JSD-969

Cheers,

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