Issue not reflecting under "assigned to me" after being re-opened

[Mohammed Arafat Naidoo]

Good day all, 

One of my support staff picked up an issue where once a call has been re-opened and assigned back to the same agent, it does not reflect in their "assigned to me " calls queue. 

It does reflect in the "all open " queue. 

I was able to test by assigning the call to myself , and again, its also not reflecting under calls " assigned to me " for myself but is reflecting on my name under "all open ".

Is this a bug or some setting that needs to be tweaked?

Thank you in advance. 

[Ravi Sagar _Sparxsys_ · Accepted solution]

Hi,

What is the resolution (field) of the issue after being re-opened. Also what is the JQL of the assigned to me queue?

Ravi

[Sam Nadarajan]

This was exactly my first thought, if your workflow isn't clearing the resolution field upon reopen then it's very likely that your JQL in your "Assigned to Me" queue is

resolution = unresolved and assignee = currentUser()

[Mohammed Arafat Naidoo]

Thank you . I managed to find the issue . 

[Joseph Chung Yin · Accepted solution]

@Mohammed Arafat Naidoo -

As mentioned by Ravi, the resolution field value is the key in JSM.  You will need to look into the WF associated with your issue and clear the resolution as needed.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Mohammed Arafat Naidoo]

Thank you, I have managed to find the issue.