Locating and Activating Issue Attributes

[Carina Manent]

I am trying to get the widget for Created v Resolved on the JSM default dashboard to correctly reflect our resolved tickets. I added a resolution section to each issue, and added notes before setting the status to resolved. It still doesn't show up as resolved on the dashboard. I see documentation referring to :

1. Navigate to Issues:

   • Select the gear icon (⚙️) to access the Settings menu.
   • Under ISSUE ATTRIBUTES, select Statuses.

But I do not see where in the Jira settings or Atlassian settings anything pertaining to attributes or statuses. I am a global admin btw.

What am I missing?

[Mikael Sandberg]

Hi @Carina Manent,

Welcome to Atlassian Community!

When your tickets are moved to a resolved status, are you also setting the resolution, either manually or via a workflow post function? If you look at a resolved issue you should see something like this:

That field is what controls if Jira/JSM is considering a ticket as resolved. You can learn more about this field here. 

[Carina Manent]

Hey @Mikael Sandberg 

 Thank you for getting back to me so quickly!

I set the status to Resolve 

 

This is where I include resolution notes.

And this is what the workflow looks like for reference. 

[Mikael Sandberg]

The status and the resolution are two different things. In the first screenshot you included of the status you do not see the checkmark that you can see in my screenshot, and that means that the resolution field is not set. And because the resolution is not set your created vs resolved will show every ticket as created and none as resolved.

If you read the best practices on the resolution you have two options. You can either set it as a post function on the transition to Resolved, or you can add it to a screen that is associated with the Resolve transition in order to allow the user to pick the resolution.

For all your tickets that are currently in the Resolved status you can create an automation that sets the resolution, that is easier then the suggestion in the KB that mention to add a new transition that sets it via a post function.

[Carina Manent]

Okay thank you I will work on an automation to set the resolution. That sounds like a good work around. Any documentation on how to do this would be helpful!

For my information how would you set the resolution field? As you see in the second screenshot I included it as a field in the request type, which I configured in the project settings. 

[Mikael Sandberg]

The automation is really simple, it will look something like this:

This one is manually triggered, so just change that to a scheduled one (once you saved it you can run it) and use a similar JQL as part of it. Please note that you have more than 1000 tickets that do not have the resolution set you would have to change your JQL so it returns less than 1000. The easiest way to do that is to filter on the create date, something like this:

created <= endOfMonth(-2)

[Carina Manent]

Thank you! I will give this a shot. 

[Carina Manent]

Hey Mikael,

  

This did not work and I'm in the Workflow trying to add a post function as per the documentation in Best Practices, but I have zero settings that mention post function.

I do have an option to set a Rule on the transition and Status, is that what Post Function refers to?

[Mikael Sandberg]

Okay, because you are using the manual trigger you can only use that if you go into an issue and then click on Actions. If you want a scheduled automation that you can run without having to go to each issue it would look something like this:

And the JQL used on the tigger looks like this:

statusCategory = Done AND resolution is EMPTY AND created >= startOfMonth(-2) AND created <= endOfMonth(-2)

This would get all tickets that were created two months ago only.

Yes, if you are using the new workflow editor then you want to add a rule to your transition, that is the same as a post function, Atlassian just simplified the language in the new editor so now everything is a rule instead of condition, validator, post function and triggers.

[Carina Manent]

Hey Mikael,

We have made several attempts at this. Could our difficulty be because we are using a team managed project and are unable to activate a workflow scheme for our service desk?

Documentation indicates this could be a road block.

[Mikael Sandberg]

Okay, in that case you cannot use the Created vs Resolved gadget, since it relies on the resolution field. Instead what you can do is create your own chart that can then be added to the dashboard using the Service project report. Something like this:

The report has series for both Created and Done.

[Carina Manent]

Okay I see so we can only use dashboard gadgets for JSM? That being filter counts and service project reports.

[Mikael Sandberg]

You can use the other gadgets too, but in the case of the Created vs Resolved that one relies on the resolution field which is not set in a team-managed JSM project.