The number of the "closed requests" in the "customers list" is wrong.

[info info]

The used filter counts issues with "NOT resolution = Unresolved" resolutions, but also issues with "resolution = Not Started" are counted.
83/5000
I do not see the possibility of changing the count: the filter is hidden at the admin.

thank you

Luca Bellomi

[Nic Brough -Adaptavist- · Accepted solution]

Erm

You say:  The used filter counts issues with "NOT resolution = Unresolved" resolutions, but also issues with "resolution = Not Started" are counted.

Yes.  The issues that have "resolution = Not Started" ARE resolved.  You've told JIRA they are resolved.

[Luca Bellomi]

I do not understand .. "resolution = not started" is not "resolved" and in the administrative area "Issue Attributes -> Resolutions" this setting is not possible

[Nic Brough -Adaptavist-]

Yes it is.

Let me put it this way.  When you created the "not started" resolution, how did you tell JIRA that this resolution is not a resolution?

Answer is that you did not.  Because it is a resolution.

When you set the resolution field on an issue to anything, the issue is resolved.  It doesn't matter if you use the words "not resolved", "unresolved", "not done", "not started", or for that matter "penguin" or "arglefloop".  You have put something in the field, so the issue is resolved.

[info info]

Okay but I do not see where I could tell Jira that resolution is not resolved

[Nic Brough -Adaptavist-]

That is the point.  You don't.

If you set any resolution, you are telling JIRA the issue is resolved.  The text you put in there is irrelevant.  You need to leave the field empty on unresolved issues. 

Your "not started" is a resolution, so the issues with it are resolved.

[info info]

Ok, now i understand!.. Thanks a lot for your help

[Susan Hauth _Jira Queen_]

Hi Luca,

That's really strange.  I looked at our service desk and the jql on the closed issues comes up as this:

reporter in organizationMembers("Test User Group") AND NOT resolution = Unresolved AND project = SUPTEST AND "Customer Request Type" is not EMPTY

What does yours look like?

Susan

[Christoph Schötz]

Hey sounds like a bug, are you using JIRA Server or Cloud? In any case, contacting the Atlassian Support seems most appropriate here as you can't change the query in the JIRA UI.

Cheers

Christoph