Open issues count doesn't match the actual tasks assigned to the user

[alicelauretta]

Hi all, 

I noticed that the 'My open issue' field doesn't update with the actual cards assigned to the user. 

I think it has to do with the workflow and how the cards are marked are resolved or not, but I don't know how to check / change this. 

Can anybody help? 

Thanks in advance! 

Alice

[Trudy Claspill]

Hello @alicelauretta 

Welcome to the community.

Where are you viewing the "My open issues" data? Can you provide a screen image?

[alicelauretta]

Hi @Trudy Claspill

thanks for reaching out to me! I see it in different pages, perfect example is the 'Your work' section.

I know for sure that in the project 'Service' shown below, there is at least one task assigned to me. However, it doesn't result in the 'My open issues' count, not in the 'Assigned to me' list.

Hope it's more clear now. 

[Trudy Claspill]

If you hover over that "My open issues" item you find that it is a link that you can click through to get to the list of actual issues, presented in the Issue Search screen. On that screen you should see an "Advanced Search" link.

If you click on that, you will see the screen change to display the criteria used to select the issues, either in a basic view of the JQL view

That shows that the filter is using the Resolution field, and selecting those issues where the value is Unresolved.

Typically within workflows for the transitions that change an issue status to a done/closed/cancelled type of status, there is also a Post Function to set the Resolution field. Issues might be reopened after being closed, though, so for every other transition from a "closed" status to an "open" status, there needs to be a corresponding Post Function to reset the Resolution field to Unresolved.

In the Issue Details View you can also see the value of the Resolution field, if you are using the "old" view for Issue Details. 

If you are using the "new" view it appears that the Resolution field is not displayed.

Typically this field is not enabled for direct editing, but it could be.

I hope that information helps clarify what could be happening in your environment.

[alicelauretta]

Hi Trudy, 

indeed I also thought it was connected to the fact that cards are probably marked as Resolved even if they are not. I'm not sure how to 'fix' this tho...

[Trudy Claspill]

@alicelauretta 

The first step is adjusting your workflows so the transitions to "not closed" statuses include a Post Function to reset the Resolution field to Unresolved.

Then use Issue Search to find all the issues that have a "not closed" status and have the Resolution field set to a value other than Unresolved.

Then execute a status transition on each of those issues to a "not closed" status so that the workflow will be executed and the Resolution field will get reset.

[Denise Prickett]

Hi @Trudy Claspill and @alicelauretta,

Can I add a follow-up question here that may be pertinent for @alicelauretta too? (This is my first time posting in Community, I apologize if this isn't the way.)

I was looking to solve this issue too, and I read your reply Trudy, but that just pointed out another issue: 

On the Your Work page, it's showing 0 Issues for me in the Product project:

However, if I click on that "My open issues" link (thank you for pointing out that is a link!), I get a result showing the 8 issues I expect to see, which are assigned to me in that project:

 So to me it seems the problem is with the widget displaying zero when the search behind it actually results in 8?

[Trudy Claspill]

@Denise Prickett 

Welcome to the community.

I do not see the same problem in my JIRA Cloud instance.

In my JIRA instance, when I click through on the My Open issues links I am seeing a different set of filter criteria than you (noting that obviously the project name would be different).

Your filter seems to be showing that it is using the Status field in the criteria. The My Open Issues filter should be using just the Resolution field. 

When you initially clicked the My Open link, did you get a screen that said "My Open Issues" at the top? And then when you clicked on Advanced Search did you get a screen that says Search at the top, like in my image?

I am suspicious that the filter criteria got changed after you clicked on "My Open".