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Can we search back the history of ticket? (after close case)

Hi, after we closed the submit ticket, all of the history have been disappeared, may I know where can we look back the history of all closed ticket? (after click done, all ticket cannot be found)

3 answers

Hi MIS Agent 1,

After you close a ticket it will not disappear. It's still very much in the system.

 

The Jira Service Management queue you're looking at most likely has the JQL (Jira Query Language) statement to only show open tickets. Thus upon you closing the ticket it disappears from this queue. 

Here are some articles to up-skill in the topics mentioned above. 

https://www.atlassian.com/blog/jira-software/jql-the-most-flexible-way-to-search-jira-14

https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-queue/

https://www.youtube.com/watch?v=W8qVa41lNcI

 

Cheers,
Mark

0 votes

@MIS Agent 1 -

In JSM, there are two options to obtain all CLOSED tickets -

1) Set up a queue using JQL to pull all CLOSED tickets, then you can access all the CLOSED tickets by accessing the queue.

2) Use issue search UI to pull a list of CLOSED tickets.  Again using JQL configuration.  In issue search UI, once you defined the JQL query, you can save the search as a filter for reuse.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hi @MIS Agent 1 

You can see back the history of tickets using Marketplace add-ons. My team has developed Issue History specially for this purpose. You'll get a ticket history report of all changes that have been made. 

issue history 3.jpg

Plug-in allows:
- Get the changes log ordered by the date.
- Use filters to select issues list.
- Set columns to show different fields on the report grid.
- Apply custom date range to filter results.

Read more on the marketplace page. Hope you find this info helpful. Feel free to write if you've got any questions.

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