missing tickets - assigned to me queue

[Alejandra González]

Hi,

I dont know why I have multiple tickets assigned to me or have  solved multiple tickets and there's just 1 ticket under the "assigned to me queue". Does someone know why?

Thank you

Alejandra

[Nic Brough -Adaptavist- · Accepted solution]

Assigned to me usually only shows unresolved issues.

Have a look at an issue you think should be in your queue and compare it with the one that is - what's the difference between them?

[Alejandra González]

I can see issues with different statuses, not just unresolved.

[Nic Brough -Adaptavist-]

Ok, you've given us the JQL.  Are you saying you have issues that are assigned to you, unresolved, but not appearing in your queue?

If so, do you get those issues if you just run that JQL in the advanced search?  What are the resolutions for them showing as?

[Alejandra González]

Yes, resolved or unresolved tickets or waiting status but not appearing in my queue and im the assignee. I think the resolution is unresolved .... same filter for all people and all of them see their assignee issues doesn't matter the status

[Nic Brough -Adaptavist-]

Yes, the query does not mention status.

I think you'll find all the missing issues have a resolution set (the "resolution = unresolved" really does mean "resolution field in the database is empty")

Could you check one of the missing ones and its resolution in the issue navigator?  What exactly is it showing for the resolution in the list?  (A screenshot would be best, I'm actually looking for italicised words here).  Or, go to the plain issue view and look at the status - what's next to the status (e.g <Closed> Resolution <won't do>)

[Alejandra González]

ok, the other issue has resolution= done, and the queue was filtered by resolution= unresolved. I believe is due to this, right?

[Nic Brough -Adaptavist-]

Yes, spot on, the queue is really "unresolved and assigned to me"

[venkatesh · Accepted solution]

Hello @Alejandra González   is this your are the project Lead ?

[Alejandra González]

yes, im the project lead but this is happening to a team mate which has the "service desk team" role inside the project

[Liam Green]

Can you look at the JQL for the queue (under edit queue) to see what the filter is?  It may be that it is set to be more narrow than the title suggests

[Alejandra González]

This is the JQL