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I created a company managed Jira project. Everything seems to be working fine with one exception, no ticket will appear in queues for every user. I have checked permissions, reviewed the JQL string, and  confirmed there are tickets in an unresolved state. I searched for documentation but everything seems to be related to Jira Server. Not sure what is causing this.

Jira photo.png

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Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 30, 2023

Hello @Timothy Allen 

How did you validate that there are unresolved issues that should be displayed?

Resolution is a special field. While the JQL says resolution = Unresolved what it really means is the resolution field is empty, not literally set to "Unresolved".

When you add the Resolution field to the output columns of a filter the field will show Unresolved in italics to indicate that the field is empty and therefore the issue is considered Unresolved.

Screenshot 2023-10-30 at 10.44.10 AM.png


You can see that in the Filters > View all issues screen also.

Screenshot 2023-10-30 at 10.46.41 AM.png

If you see non-italicized text there, such as is shown for "Done" and "Duplicate", that means the field has been set to that literal value. Since the field is no longer empty, the issue is considered "Resolved".

You can also look at the Resolved date/timestamp. If that date/timestamp field is filled in, that means the Resolution field has been set to some literal value and has not been cleared/emptied since that time. If the Resolved date/timestamp field is empty, that means that the Resolution field has also been cleared/emptied and the issue is Unresolved.

Screenshot 2023-10-30 at 10.49.27 AM.png

I see what you mean. At one point I added Resolution to the project but then determined it was not needed and removed it. I don't know if that modified JQL to change the queue parameters when I performed this. I've updated the queues to check the status category and it is functioning as expected.


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