In helpdesk, if I reopen a previously closed ticket, I cannot see it in the queue and I MUST see it in the queue, otherwise, it will be forgotten. But I cannot. Can you please tell me what I am doing wrong or what I should be changing to accomplish this?
I am using JIRA 6.3.12 and Helpdesk 2.3.3
I have had a look at the filter and the filter is the issue, but not the root cause. If I look at the filter (i.e. edit it), I see that the under the field "resolution", only "resolved" is ticked, however, there is no "reopened" there as a value. I have looked everywhere in the project, workflow, fields, etc.. and cannot figure out where to add "reopen" to "resolution" for this project.
There was a bug about "not able to delete value of resolution when reopening an issue", you can try to remove resolution from your filter, so you can see your opened ticket.
status = "Waiting for Triage" ORDER BY "Time to resolution" ASC
This issue has been created here https://jira.atlassian.com/browse/JSD-1613
This is due to change of resolution as explained in the ticket mentioned
I would like to encourage you to cast a vote on that issue and share your use-case within the comments, as that has way more impact on our product development than most other efforts. Also add it to your watch list to get notified once it is implemented in a future version.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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