Require a concrete date when a ticket was closed.

[Dave]

Hi All

I need to know how to find a date when a JSM ticket was closed. (for the purpose of this the meaning of "Closed" status is considered Cancelled, Completed, Declined or Done) in other words when the customer and my company are happy that ticket requires no more work.  

This is in a Teams Project (still not sure how to identify what is a Team or Company project that's another ticket I have raised)

Ticket types  could be an Enhancement Request, Problem Record, Service Request. Report an Incident, or Request a Change)

I have filters I run each month that I export to excel, then edit the format of these fields and paste into Powerpoint.,

the filter contains the date created (located bottom right of the tickets) below that is a field "Updated" we have previously, been using this date for "Closed". which doesn't really work

however this date in Updated changes if a comment or fields is changed in the ticket - so it really doesn't reflect a true concrete date of closure and doesn't help when SLA's are being discussed as if we are not meeting these because the tickets Closed dates (Update)  changes. 

I have both admin and User profiles in my instance of JSM.

[Yuliia_Borivets__SaaSJet_]

Hi @Dave 

I have a few suggestions for your request. Maybe something will fit.

1. Burnup or Burndown report. Both provide information on when the issue was competed.

2. Issue History for Jira app. This plugin records all issue changes, including statuses, in a separate column.

3. Time in Status for Jira plugin. There is a Status Entrance Date report which shows when an issue entered each status.

These two apps are developed by my team and have free trials, let me know if you have any questions.

[Dave]

thank you for the reply whilst it maybe beneficial I'm really looking for a 'field' within Jira that can provide me such information. there has to be one surely.

Kind Regards

[Hannes Obweger - JXL for Jira]

@Dave

unless I'm missing something, why wouldn't you use the "Resolved" field instead of the "Updated" field? The "Resolved" field is available as a part of standard Jira and can be added as a column e.g. to the Advanced Issue Search list. I don't think you'd need any app for that (and I'm saying this as an app vendor myself).

Best,

Hannes  

[Dave]

Hi Hannes,

Thanks for the advice -  I checked out the Resolved field  in a filter for all our projects, all statuses and all ticket types. Unfortunately they are all empty as shown in the marked up screen shot below, (Summary hidden) 

Being newish to the Admin side of things - I would have wished that it was easy to select the Resolved field.

My previous manager set up our projects, in hindsight I suspect they must have thought the updated field would have worked.

Any further advice is welcomed.

[Hannes Obweger - JXL for Jira]

Hi @Dave

sorry for the late reply, this totally slipped through. The resolved date is only present if the issue's resolution is set correctly, which sometimes requires a bit of configuration. Kindly check out this article for how to set this up in Jira: https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html

Best,

Hannes

[Dave]

Hi Hannes,

Many thanks,

Unfortunately the guide is for Company Managed projects where the projects I use are Team Managed projects.


Regards

Dave