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:


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

This widget could not be displayed.
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

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Aug 06, 2018 in Jira Service Desk

A is for Activate: Share your top Jira Service Desk onboarding tips for new users!

Hi, everyone! Molly here from the Jira Service Desk Product Marketing Team :).  In the spirit of this month's  august-challenge, we're sourcing stories of Jira Service Desk activation fro...

578 views 25 15
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you