Resolving tickets but they are not being picked up in reports or when I try to filer

[Natalie Bateman]

I have been looking at Service Desk Reporting both in the tool and with Plug-ins.  In looking at various reports it is showing that I have not closed any tickets - however I know that I have.

This has been since the 1st October was the last time that I have any resolution date in a ticket.

On a basic search for tickets resolved between - 1st October and today's date it brings up 10 tickets.

If I do a search for tickets in a status of Done that have been updated since the 1st October I get 51 tickets.

If I go into the ticket then I can see there is no Resolved date in the dates section

[Joe Pitt]

It appears you aren't setting the resolution. In the first screen show the resolution field and date have values but not in the next one. Just based on that I would say your workflow was changed to not allow the user to set the resolution field or a post functions setting resolution was dropped. 

[Natalie Bateman]

I am marking the ticket as Done and on most instances setting the resolution as you can see below but it is still 'Resolved' field without a date

[Joe Pitt]

I'm at a loss for why the date isn't set when the resolution field is set. I would go back to see what changed between the different behaviors. You might also go into the issue history to see if the date was set and then cleared.