Average Age or Resolution Time Gadgets Only Work for Fixed/Complete

[Michael Duggan]

The out-of-the-box gadgets Average Age and Resolution Time appear to refer to resolved issues with a resolution of "Fixed/Complete" but we have several issues closed set to "Cannot Reproduce" or "Not Enough Information" we want to include as resolved. How do we do that? There doesn't appear to be a gadget setting to change resolution type, and editing resolutions does not have give an option to set the resolution type to "resolved". What is a workaround for this? Has anyone else had this problem?

[Priyanka]

Average Age gadget is not working for me.For my project all the issues are resolved and there are no open issues , still gadget is showing 2 defects as unresolved

[Shailesh Patel]

Michael.  I have the same issue and have not been able to figure it out.  Did you resolve this issue?  I would love to hear what you did. 

[Michael Duggan]

I might have used the word status lightly. We have common statuses (Open, In Progress, Reopened, Review, Closed, To Do, and Done). We have the following resolutions: 

• Fixed/Complete (default)
• Work in Progress
• Not Enough Information
• Cannot Reproduce
• Cannot Complete
• Acknowledged
• Done
• Won't Do
• Duplicate

Our administrator wants a simple report of time, from issue created to being resolved, and he considers any resolution to be counted as resolved. Unfortunately, no matter what we pick, the above gadgets appear to only count resolution Fixed/Complete as resolved. Jira assumes those issues that are not set to Fixed/Complete as unresolved. 

We have a different workflow for each issue type, but that's just to set assignee via post functions upon creation. The workflow layout is the same for all of them, other than that: 

1. OPEN - transitions to Start Progress or Close Issue (Resolve Issue Screen) - goes to IN PROGRESS
2. IN PROGRESS - transitions to Stop Progress or Close Issue (Resolve Issue Screen) - goes to CLOSED
3. REOPENED - transitions to Close Issue (Resolve Issue Screen) or Start Progress - goes to IN PROGRESS
4. CLOSED - transitions to Reopen Issue - goes to REOPENED

[Nic Brough -Adaptavist-]

There are two ways to get that behaviour from Jira

1) You have a custom resolution field, and are ignoring the system one (the gadget uses the system one)

2) Someone has hacked the gadget

Jira is not selecting your results by system resolution, it just looks at empty vs not-empty.

[Michael Duggan]

The resolutions were not custom, just out-of-the-box basic ones. We are not aware that they've been hacked by anyone. We'll do some more investigation of the gadget.

[Nic Brough -Adaptavist-]

I think you are mixing up Status and Resolution.  These are two totally independent things (technically independent.  In real life, humans consider them together)

These gadgets work, like most of the rest of Jira on a simple concept - "Issue is done when the resolution is set".  Status is utterly irrelevant, you can have closed, cancelled, ended, penguin, done, doesn't matter.  All that matters is whether the resolution field is empty or not.

It looks to me like you have status of "cannot reproduce", which is fine if that's how you want to report on stuff, but useless to Jira.  You still need to set a resolution when entering that status.

So, first, make sure your workflows set and clear resolution at the right place first, then we can look at amending the resolutions on the issues that are out of kilter.