Question about Incident Tab in Agent Portal view and ongoing incidents

[Ian Walker]

Hello Everyone.

In agent view, we have an Incident tab as part of an ITSM JSM project.

This tab lists Ongoing Incidents based on the Affected Services value.

My question is, why does it list Incident tickets that are CLOSED under the Ongoing category?  Surely, if it is CLOSED it is not ongoing?



How can I only show Incidents where the ticket status is not CLOSED?

Kind regards.

[Bhaargavi Natarajan · Accepted solution]

Hello @Ian Walker 

Thank you for reaching out to Atlassian Community!

This is most likely caused by the Resolution field not being set for these issues. Jira considers that the lifecycle of an issue has come to an end when the "Resolution" field has a value.

This document may be helpful in providing you with the steps to ensure this is fixed.

• Best practices on using the "Resolution" field 

If you have any other questions regarding this, please let us know.

Regards,

Bhaargavi

[Ian Walker]

Thank you for replying @Bhaargavi Natarajan 

That makes a lot of sense.