Hello all
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
Many thanks
Nima
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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.
JQL:
status = "Waiting for Triage" ORDER BY "Time to resolution" ASC
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Thanks Jobin
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.
Any ideas?
Best wishes
Nima
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Sorry, I do not understand. What is your filter? Why does it have resolved checked? Do you want to see resolved tickets in the queue?
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Sorry, I meant to say "unresolved". Below is the filter, which is the "out of box", default filter status = "Waiting for Triage" AND resolution = Unresolved ORDER BY "Time to resolution" ASC
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Check the filter configured for your queue and see if it omits some statuses like "Reopened". Or maybe there is another criteria that filters out the ticket.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.