Tickets shown as Closed but not Resolved

[Marcelo Javier Macchi]

Hi Community!.

I'm having a problem with the tickets Workflow. I had edited the project workflow and changed it. Now when I set the Ticket as Resolved and then Close the Ticket continue as Open at the queue and the resolution time not stop. At the reports I always get 0 closed and there is no Time to Resolved.

I know that I have to manually set a Flag before the "Closed" state of the workflow. But I don't know what field I need to use for Jira to take it as closed.

And, is there a way to correct my old tickets?

Thanks.

[Nic Brough -Adaptavist- · Accepted solution]

Resolution, you need to set (and clear if you reopen), the resolution field.

[Marcelo Javier Macchi]

Thanks Nic. I founded the Resolution field. Now I need to find a way to modify all my closed tickets without Resolution.

Thanks again.

[Nic Brough -Adaptavist-]

The "off the shelf" way to do this is to make sure your workflow sets and clears resolutions correctly and then re-open and close them all.

But I find that ugly.

I prefer to

• wait until no-one else is going to be using the project(s) affected
• go into the project(s) and add the resolution field to the "edit" screen they are using
• run a search for something like "status = closed and resolution is empty"
• Bulk edit them, setting the resolution
• remove the resolution field from the edit screen (do NOT skip this step - if you do, you will make things even worse because every edit will resolve your issues, and you'll end up with a load of open issues that are resolved)

[Mike Patterson [X]]

How is this supposed to work for users who can't modify the projects they're on? 

[Nic Brough -Adaptavist-]

Welcome to the Atlassian Community!

They need to get their admins to fix the workflows and data causing this. 

It's their admins' job to not break your user's data with broken workflows!