Hello @Joanne Wallbanks,
Thank you for reaching out to Atlassian Community!
On Jira, a ticket is considered closed when there is a resolution.
If a ticket is resolved/closed without a resolution, it will show on the open requests.
With this said, it’s necessary to check if the tickets, for example, CEC-397 have a resolution. If not, it will be necessary to reopen and close again to add one.
Confirm if there is no automation closing some tickets and not setting the resolution. It’s important to set the resolution as required, otherwise, it will show not only for customers, but it may affect reports and SLAs.
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