Modify the jquery of built in links

[Ryan Lane]

In some parts of the app, there are built-in links for showing the number of open or closed tickets. For example, when looking at the customers under Organizations:

We noticed that specifically for the closed tickets, the jquery is saying anything with a resolution status is considered closed. In our workflows, a ticket may have a resolution status, but is not considered closed yet. So here we simply have a different definition of closed than that of Jira.

Is there a way to modify the jquery of these links or is it hard coded?

[Nic Brough -Adaptavist- · Accepted solution]

Welcome to the Atlassian Community!

I think you mean JQL, not jquery - jquery is a javascript library, not Jira's query language.  I'm also going to assume your "resolution status" means "resolution" ("resolution status" is a useless phrase in Jira - we have to ask "which one do you mean, status or resolution?"  They're two different and unrelated things)

Jira has a very simple definition of whether an issue is closed/resolved/done/ended - it's whether the Resolution field is empty or not.   (Jira displays unresolved in italics if an issue has an empty resolution)

If resolution is empty, the issue needs more attention.  If it is filled with any name at all, then the issue is "resolved", meaning it needs no more attention.   This includes resolutions with names that look like they are saying the issue is not finished with, like "reopened", "needs more work", "unresolved", "in progress", etc.  

You cannot modify this behavior, nor adapt queries to botch around it.

Jira does not have a "different definition of closed".  Closed in here means "resolved".

You say "an issue may have a resolution, but is not considered closed yet".  The problem here is that's not what you are telling Jira, by filling the resolution, you are resolving the issue.  You'll need to review that, work out where you are resolving the issues in the wrong place, and remove it.

[Ryan Lane]

• Yes, I meant JQL, not jquery. Just habit to type jquery.
• Yes, I meant the Resolution
• I'm not looking to get around the fundamental behavior of how Jira treats Resolutions. I'm asking if the links in the platform, such as those from the Customers screen as shown in the screenshot, can have the JQL they use modified in our instance? My assumption is it's a hard no. I haven't been able to find anything in the admin section for being able to tweak the JQL for those. 
• I didn't say that Jira has a "different definition of closed", I said our definition is different from Jira's. Hence why I have the slight problem I'm having.

If it is a fact those links can't have their JQL modified as I assume, then it is what it is.

[Nic Brough -Adaptavist-]

Thank you for clarifying all of that!

Yes, I know the main question was around modifying the searches, but yes, you're right that it is a "hard no". 

The only way to fix your reports and searches is to be accurate in your use of resolved/unresolved.

Most of us take the simple approach - set resolution as an issue enters a "no more work needed" status and clear it if it gets re-opened.   The resolution is supposed to be a (brief) description or category that broadly explains why it needs no more work.

Whatever your definition is, you'll need to reconfigure Jira such that it understands your definitions - you need to line up your use of resolution in Jira with your definitions of "closed".  Generally, that means shifting to using status to match your definitions of closed and only setting resolution when everyone has finished all the work on the issue.

I just said "most of us" there - it's not all - one thing people do a lot is work in boards.  With a board, "done" is relative - one person's "done" might be another person's "to do". (finished dev, time to test it, for example, when you've got separate dev and test teams).  In these cases, Jira needs to see the issue as unresolved all the way through to the end of the lifecycle.  Your developers "done" will not be "resolved"!