Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Tickets shown as Closed but not Resolved

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?


1 answer

1 accepted

0 votes
Answer accepted

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

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

Thanks again.

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)

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

118 views 0 1
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you