Closed requests show in "Open requests" list in JSM Cloud portal
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Your Jira Service Management customers report that they can see closed or done requests when they sort by "Open requests" on the JSM portal.
Solution
The Resolution field is not set in closed requests
Jira considers that the lifecycle of an work item has come to an end when the Resolution field has a value, if the Resolution field is empty the customer portal "Open requests" filter treats a request as open, regardless of its status. For example, a request in a Done statusCategory but with no Resolution set will still appear under "Open requests".
Setting the Resolution field is what moves these requests into the correct list. You can run the following JQL search in Jira to check if requests are closed without the resolution set:
statuscategory = Done and resolution is EMPTYYou need to be a Jira administrator with Global permission to Make bulk changes to execute the following steps.
Set the Resolution field for requests already in a Done status
Modify your Workflow by adding a new transition with a Perform Action rule
To set the Resolution field for requests already in a Done status:
Make sure you have the Jira administrator permission and the Global permission to Make bulk changes.
From your JSM Space, go to Space settings > Workflows.
Find the workflow used by the affected work type and select Edit.
In the workflow editor canvas, select + Add transition.
Configure the transition:
Set From status to the affected Done status (or Any status).
Set To status to Itself (or the same status).
Enter a Name for the transition (for example, Set Resolution).
Select Add.
Select the newly created transition on the canvas to open its configuration panel on the right.
Under Rules, select + Add rule (or select Rules > Add rule).
Choose the Update an request field rule and select Add.
Under Request field, select Resolution, then choose the appropriate Field value (for example, Done or Resolved).
Select Add to save the rule.
(Optional) To restrict who can execute this transition, add a Restrict who can move a request rule under Rules.
Select Update workflow (or Save and close) and publish your changes.
You can limit who can use this transition to user groups or space roles. Please follow the steps here: Restrict transitions
Bulk transition work items
After adding the workflow transition, search for the affected requests in the work type whose workflow you updated using the following JQL:
statuscategory = Done and resolution is EMPTY and worktype = "[WORK TYPE WHICH YOU UPDATED THE WORKFLOW]"Select Bulk change from the ••• (more actions) menu.
Select the affected work items and select Next.
Choose Transition work item, select Next, and choose the transition created earlier.
Complete the wizard to transition all selected work items in one go.
Re-run the JQL query above to confirm that the affected work items now have their Resolution field set. A result of zero matching work items confirms the Resolution field is now set and the requests will no longer appear under "Open requests" in the portal.
For more guidance in using the Resolution field, refer to Best practices on using the "Resolution" field in Jira Cloud.
Was this helpful?