Jira Service Desk tickets not appearing on "Your Work" dashboard

[Hananiah]

Some Service Desk tickets assigned to a user are not showing on the "Your Work" dashboard. We think this has to do with incorrectly set Service Desk ticket resolutions.

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The ticket is "In Progress":

But it's not showing on the user's dashboard:

When they removed resolution from the JQL filter, they saw the tickets:

assignee = currentUser() AND statusCategory in (2, 4) order by statusCategory DESC, updated DESC

The "In Progress" ticket he didn't see should be unresolved. See a screenshot of that project's statuses. Note that this is a Next-Gen Service Desk project with custom statuses.

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In conclusion, I think there may be a problem with Service Desk ticket resolutions. This sometimes prevents tickets appearing on the "Your Work" dashboard. And since we can't edit the filter for "Your Work", we can not make any workarounds.

Is this accurate? Please let me know if you can use any more info.

[Sandra Pedrosa]

So... How we can solve this problem? because looking at the dashboard does not represent our work