Resolved tickets are not transitioning out of the open queue

[Nal Huynh]

Resolved tickets are not transitioning out of the open queue. 

I have checked the queue filter and the workflow. There have been no changes to either of them. The queue worked as expected on 10/21/2020, but started having this behaviour on 10/22/2020.

I have tried clearing my cache then refresh the page. The issue temporarily disappears, but then appears in the open queue again after a few seconds.

[Jack Brickey · Accepted solution]

Can you verify that the resolution field is set? Can you provide a copy and paste of your filter that defines this Q?

[Nal Huynh]

Hi Jack,

Thanks for your response! Here's the JQL filter for the open queue that was previously set and has been working since we started using Jira until today.

status in ("Client Testing", "Commercial Discussion", "Fixed - Waiting for Patch", "Waiting for Customer", "Waiting for Support", "With Development", "With Hosted Ops", "With Support") ORDER BY created DESC, "Time to resolution" DESC

[Jack Brickey]

and what is the status of the issues still appearing in the queue that should not be?

One comment is that I'm not a fan of this type of JQL to define "open" issues. I prefer one of the following:

resolution is empty

statuscategory != done

the reason is that they are much more maintainable as the workflow changes and new statuses added. and it is more readable IMO. Using the resolution version requires you are setting and clearing the resolution field on resolving/reopening. The statuscategory works well if you are not using resolution field and you have well defined workflows with accurate statuscategory usage.

[Nal Huynh]

Hi Jack,

The current status of the ticket is "Resolved", which is still in the "Open" queue.

[Nal Huynh]

The ticket is now gone. Must have been a timing issue. 

Thanks for your help Jack!