Help needed for JQL for an unresolved ticket queue

[Ian Walker]

Hi Everyone.

My unresolved issues queue JQL doesn't seem to be working.  Is it because the issue was moved between issue types?  Below are the steps I took to reproduce this.

1 - I created a new issue via email. The email ticket correctly appears in my 'My Open Tickets' queue.

The JQL for this queue is:

issuetype in (standardIssueTypes(), Change, Email, Incident, Problem, Release, "Service Request", "Service Request with Approvals") AND status in ("Awaiting CAB approval", "Awaiting Review", "Awaiting implementation", "Change manager approval", Escalated, Implementing, "In Progress", "More Information Needed", Pending, "Raised Known Error?", Reopened, "Review Now In Progress", "Review Problem Record", "Waiting for approval", "Waiting for customer", "Waiting for support") AND assignee in (currentUser()) AND "Resolver Group" in ("ITSM - Change Management", "ITSM - Email requests", "ITSM - Incident Management", "ITSM - Problem Management", "ITSM - Release Management")

2 - I edit the request and move the issue to issue type 'Change'. The request is still in the 'My Open Tickets' queue and the issue type has changed to 'Change'.

Using the sidebar I change 'Request Type' from 'No Match' to 'Change'. The ticket is updated and correctly reflected still in the My Open Tickets queue as a Change.

3 - I edit the request again  and set the status to 'Canceled' and then close the ticket and the status changes to 'Closed', with Resolution being 'Unresolved'.

4 - The ticket should then appear in my 'All Unresolved Tickets' queue, but it doesn't - why?

The JQL for that queue is:

issuetype in (Change, Email, Incident, Problem, Release, "Service Request", "Service Request with Approvals") AND status in (Canceled, Closed, Done) AND resolution in (Unresolved, "Cannot Reproduce", "Won't Fix", "Won't Do", Declined) AND assignee in (currentUser()) AND "Resolver Group" in ("ITSM - Change Management", "ITSM - Email requests", "ITSM - Incident Management", "ITSM - Problem Management", "ITSM - Release Management", "ITSM - Request Fulfillment")

Many thanks for any help!

Regards - Ian

[jira guy · Accepted solution]

Issues like these usually get resolved after reindexing the project. You can do a project reindex or site wide reindex.

[Ian Walker]

Thanks @jira guy .  I will give that a try.