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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?

Thanks.

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)

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