Why are my resolved and closed issue types still showing

[Harry Bob]

Hello,

Why are my resolved and closed issue types still showing. My JQL query should only display unresolved not resolved and closed?

I noticed that if its an service request issue type it still appears but its its an IT Help issue type it disappears once resolved

Please see my screenshot below

 

[Harry Bob]

Thanks I didn't realist they were 2 different fields. However if I go into one of the tickets I can see that it is is set to 'done' when I resolved it. So shoudn't it disappear from my queue?

I noticed if I was to transfer it to another queue it doesn't appear as the status is resolved. The JQL query is the same which is  'resolution = unresolved

[Ollie Guan]

Hi @Harry Bob ,

In the default workflow , when the status changes to Done, The Resolution of the issue will be set to Done.

In the picture above, the status of your Case has changed to Done. At this time, the Resolution is automatically updated to Done, so you cannot find this Issue through 'resolution = unresolved ’

https://confluence.atlassian.com/jirakb/jira-issues-need-a-resolution-826873869.html

[Harry Bob]

Hi Ollie,

Thanks for the reply.

Can you confirm that when I change my status to 'resolved' then that status will automatically change to 'done'? Is that what you're saying?

If this is the case then in theory my ticket (1st screenshot) shouldn't be displaying my resolved ticket as you can see from the second screenshot that the status is 'done' which is from the same ticket with the title '1211 Samsung S7'

[Ollie Guan]

When the status changes to Done, the resolution changes to Done.

Although the final value is Done, it is actually two different fields.

You can display the resolution field in the query, for example

[Harry Bob]

Hey Ollie,

Thanks for your help.

My colleague managed to figure out what I did wrong.

My query was

Resolution = Unresolved AND "Request Type" = "Emailed Request (CSD)" OR "Request Type" = "Log A Job (CSD)"

When it should have been. There were some missing brackets

Resolution = Unresolved AND ("Request Type" = "Emailed Request (CSD)" OR "Request Type" = "Log A Job (CSD)")

[SWAPNIL SRIVASTAV]

Hello @Harry Bob ,

The issues are still shown because the system field "Resolution" is not set as Done or Closed. It does not matter what status the issues are currently in.

JIRA considers "Resolution" field as the only parameter to see an issue as Resolved.

Regards,

Swapnil Srivastav

[Ollie Guan]

Hi @Harry Bob ,

Please note the conditions in JQL, status and resolution are two different fields.