Created vs Resolved Report now showing Done items

[simon.bate]

Hi,

I am not seeing work items in the above report.   Please can you suggest whilst this is not the case?

My current ticket workflow includes a "Done" selection, however my Kanban board settings currently has Done as an unmapped status.

All covered in the attachments.

Thanks

[Merve Nur Bas · Accepted solution]

Hi @simon.bate

add a post function "Update issue field" to the transition All --> Done and All --> Rejected and add a resolution that suits. 

Already existing issues need to be transitioned again (maybe via bulk edit?). 

My best

Merve

[Merve Nur Bas]

I am not sure whether that works in cloud the same way though. 

[simon.bate · Accepted solution]

I am still a bit confused @Merve Nur Bas  to be honest but thanks for coming back to me

[Merve Nur Bas]

We can surely try to solve the confusion. What causes it?

[simon.bate]

Thanks @Merve Nur Bas , i am struggling to understand what triggers the  Resolved date and Resolution field from being populated? I have tried adjusting Kanban Board settings to bring the "Done" status into a mapped column but that didnt work i.e reflect as a resolved ticket in the Created vs Resolved Report. 

[Merve Nur Bas]

Well I can only assume the following... When you look into the settings of default workflows, at least in Jira server,  you will see that there is already a post function (things Jira does after the transition of the issue) which sets the resolution to a predefined one. 

When I add a "closing status" (the green ones) to a workflow, I always need to add this post function manually. It just does not add this function automatically. 

Assuming that your workflow is self designed, you will need to add the post function manually. It is possible that you do not have the according rights to do so. 

Try to open the workflow and edit it. Click on the "All" arrow which leads to Done for example. Do you see a screen popping up on which you can navigate to the conditions, triggers, validators and post functions? If not please ask your system admin to edit this workflow for you. 

If you can see it, please navigate to post functions --> add post function --> update issue field--> select resolution --> select from the dropdown menu which resolution it is. For example Done or whatever you chose. 

After you add the post function you will need to make sure that this newly added one is on the bottom of the list. There are arrows to sort it to the end. 

That should work fine. Afterwards you need to do the same for Rejected. And also make sure you transition the already existing issues to Done or Rejected again. They won't update automatically after changing the workflow. 

Annddd also do not forget to publish the workflow. 

Hope this helps. 

My best

[Merve Nur Bas]

Oh and make sure that the changes you make are okay with the projects which use this specific workflow. If it is just for your project, there should be no problem in changing it. 

[simon.bate]

You are a star @Merve Nur Bas - thank you!!!

I dont have access to amend Workflow but will get our Sys Admin to take a look. 

[Merve Nur Bas]

Thanks, you are very welcome! 

[Ismael Jimoh]

Hi @simon.bate ,

The created vs resolved tickets uses the following fields:

• Created date
• Resolved date
• Resolution field

If your done status does not include a resolution then JIRA does not consider the ticket resolved because the resolution is empty and the resolution date is empty.

Hope this helps.

[Ismael Jimoh]

Also looking at the above, you have not mapped the Done status to the last column and this column for the board is the one it uses for considering a ticket is Done(for the board).

The resolution is still more important though.

[simon.bate]

Hi @Ismael Jimoh  - thanks for the speedy reply.

What does the below mean please?

If your done status does not include a resolution then JIRA does not consider the ticket resolved because the resolution is empty and the resolution date is empty.

[simon.bate]

@Ismael Jimoh How is the Resolution date and field populated? Thank you 

[simon.bate]

@Ismael Jimoh   Before sending the original query in, i mapped/moved the "Done" status in the Board Settings into a Done Column, created a test ticket and taken it through the workflow, i was hoping/expecting this would created a "Resolved" ticket in the above report, however it didnt.

Thanks

[Ismael Jimoh]

@simon.bate ,

As @Merve Nur Bas  mentioned, JIRA only considers tickets with a resolution set as resolved. (See my original reply)

Now you have a project that has tickets moved to a status done but though they get to this status, there are no resolutions set on the ticket. So though to you these tickets are done, JIRA does not consider them as being done.

The suggestion by @Merve Nur Bas  is the solution to fix the problem simply. Since you are updating all tickets that are in a done status and setting a resolution done or if they were in rejected, set a resolution rejected.

Once this is done, JIRA then truly considers these tickets as done.

The draw back to this is that all tickets that were in done/rejected before you applied the solution will have today as the resolution date since they were never resolved and this may impact your reporting. The good thing is all new tickets you resolve will have the correct resolution and resolution dates set hence accurate reporting in future.

Cheers.