Tickets with resolution 'Done' disappear in certain queues

[Pascal Janssen]

We have a certain flow that has to be followed when processing tickets.

- We created 'Waiting for Support'. We collect the tickets.

- We also created 'To be Planned for Development' as we schedule the ticket.

- Next, we created 'Waiting for customer'. We wait for the customer to reply.

In this case, we move a ticket from Waiting for Support to To be Planned for Development and we are forced to select a resolution 'Done'. If not, we're not able to move the ticket.

Second, whilst we wait for a customer to reply, we move the ticket 'Waiting for customer. This is how the flow works.

You expect the ticket to appear in this queu (Waiting for customer), but it doesn't. It has the resolution 'Done' and we think this the main reason why tickets disappear in Jira.

We ask for assistance to remove the 'resolution' or find another way to fix this issue.

[Walter Buggenhout · Accepted solution]

Hi @Pascal Janssen and welcome to the Community!

Tickets 'disappear' from queues when they do not match the filter associated with that queue. Someone with admin permissions in your project should be able to edit the queue, check the filter behind it and adjust it to your needs.

From your description, it seems that you are unsure as to what is happening exactly. So I would definitely recommend to check in with your Jira admins to help you document what exactly each queue displays, so you know for sure why tickets appear and disappear from certain queues.

Once you know, you could come to the conclusion that either your queues need to be adjusted or your process needs review. It will become an informed decision then.

Hope this helps!