what is the difference between closed and resolved status

[Millie Crawford]

What are the advantages of using both statuses? If we get rid of resolved, does it create any issues? If we get rid of Closed, what are the repercussions?

[Payne · Accepted solution]

In our Software projects, we use only Closed.

We use both in our Service Desk project as follows:

An agent Resolves a request (setting the status to Resolved and setting a resolution). The customer is notified and has the option to click "Issue Not Resolved" in the portal, which transitions the issue back to "In Work". If that is not done within 48 hours, automation transitions the issue to Closed, and it is then truly closed and nothing more can be done with it.

Hope that helps,

Payne

[Victor Mutambuki]

Millie,

Closed means that the issue has been worked on but can be reopen.

Resolved means that the issue has been worked on, closed and a resolution determined.

Also

https://confluence.atlassian.com/jira064/configuring-workflow-720412524.html

• An issue is Open if its Resolution field has not been set.
• An issue is Closed if its Resolution field has a value (e.g. Fixed, Cannot Reproduce).

Victor

[drewparsons]

Do you realise the second two responses here are precisely contradictory?

• Mumo Systems: Closed means that the issue has been worked on but can be reopen.
• Technofor: when a ticket is resolved it can be reopened but a closed ticket can't

That tells me there is precisely no difference between the two as far as the bitbucket infrastructure goes.  The only difference is a difference that you assign according to your own policy for your own project.

Neither answer is right or wrong here. You can choose which policy works best for your project.

For what it's worth, the interpretation that I would be inclined to give is that Closed means the Issue will not given any more attention, even if it could not be resolved.  Resolved means a satisfactory solution was found, and would imply Closed (meaning no further attention is needed).

[Cristian Rosas [Tecnofor]]

Hi @Millie Crawford

Status can be configured to fulfill the requirements that you need. Usually, when a ticket is resolved it can be reopened but a closed ticket can't. Anyway, this is how is typically used, but it doesn't need to be used like this.

Customize your workflow as you need!

https://confluence.atlassian.com/adminjiraserver072/working-with-workflows-828787890.html

https://confluence.atlassian.com/jira064/configuring-workflow-720412524.html