I have 7 projects set up in service desk, all projects have tickets/issues under them, however not all of the project tickets/issues are showing up under My Open Issues view. My understanding is that view should show everything assigned to me and that is not happening. I've checked all the settings between the various projects that I can think of and can't see any differences - these projects are all out-of-the-box general service desk template projects.
Thank you for any suggestion on what to look at to fix this.
Welcome to Atlassian Community!
Thank you for reporting this issue to us. Just for a better understanding and also for us to try to replicate here, I'll make some questions:
Please, let us know if you see any difference between the tickets that show and don't show on the list.
Also, try to filter manually by using the JQL assignee = currentUser() AND resolution = Unresolved to check if there is any difference.
Thanks Angelica. Here are my answers:
Thank you very much for the details!
I was able to replicate this issue and actually, this is happening with tickets from any Service Desk next-gen templates.
When filtering by unresolved, somehow the tickets created on next-gen are not showing, but if we use “All issues” it shows normally.
It also works normally with Jira Software next-gen projects.
Based on that, I created a Bug for our Dev team to check and fix it;
Please, click on “This affects my team” and also watch the bug to receive updates.
I have seen your ticket and it is closed and resolution as not a bug.
I same issue and it seems to be a bug.
What is the possibility to fix it if its not a bug?
Tickets from my services desk next generation are assigned to me an resolution is unresolved.
Thank you very much
Hello @Steffen Köhn
Welcome to Community!
I understand that it seems a bug. I tested many times and then created the bug with all the details, but they closed it and added this internal note:
This is not a bug. Next gen projects don't have resolution. Please use status category field instead.
Please, feel free to add a comment on the bug ticket and I can check with them if they can share more details about why this is not a bug.