Why does JIRA Service Desk report zero resolutions?

We have just configured JIRA, JEMH, and JIRA Service Desk to handle both development and support tickets. We followed these instructions to integrate JEMH and Service Desk:

https://thepluginpeople.atlassian.net/wiki/display/JEMH/Integrate+JEMH+with+JIRA+Service+Desk

We have created (via email/JEMH) seven support issues in the last two days. All have been closed (both RESOLVED by setting the Resolution to Done or Fixed and then Workflow to Done).

When viewing Tickets Created vs. Tickets Resolved, however, the service desk shows 7 tickets created and 0 tickets resolved. JEMH-made issues do show up in the Service Desk queue, and the 'tickets created' series - just not the Tickets Resolved series.

Issues created directly in JIRA do show up in service desk as correctly resolved. Interestingly, these seem to be the issues that do not have the relevant Customer Request Type field set - because JEMH sets Customer Request Type to the appropriate default, issues emailed in that have that field set are not being counted as resolved in the Service Desk analytics, but issues created directly in JIRA that do not have that field set are being counted.

Since JEMH issues are resolved in the same way as non-JEMH issues, what might be different about an issue created by the JEMH event that would lead to the resolution not being tracked correctly?

1 answer

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Judd Garratt Atlassian Team Feb 12, 2014

Hi Samuel,

Resolved tickets should automatically show up on that report, as you described. Some form of technical issue might be the cause here, it's difficult to tell. I'd recommend you contact Atlassian Support for help.

Hi Judd - Atlassian directed me to JEMH support for this since it's in the mix. Thanks though!

Hi Sam, I dont know immediately, will take a look and get back to you. p.s. support issue are best tracked @ https://thepluginpeople.atlassian.net/browse/JEMH

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