Closed tickets showing in "Open requests" list in portal Requests for JIRA Service Management Cloud

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.

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.

You can see the following Jira filter to see issues that are in a done status without the Resolution field set:

Solution

Set the Resolution filed for requests already in a Done status.

Modify your Workflow by adding a new transition with Post Function

1. Open your project > Click Project Settings > Click Workflows on your left sidebar.

2. Find the relevant workflow, then, on your right corner, click on Edit workflow to edit it.

3. Select the Diagram tab, then click + Add transition.

4. From status Any status (the final status), to status Itself (basically creating a loop).

5. Name it accordingly ("Set Resolution", for example), then click Add.

6. Refresh the page.

7. Select the newly created transition, then click Post Functions.

8. On your right corner, click Add post function.

9. SelectUpdate issue field, then click Add.

10. On "Issue Field", select Resolution.

11. Select the relevant "Field Value", then click Add.

12. Don't forget to publish the workflow draft.

Bulk transition issues

With the new workflow transition in place, we can bulk transition issues.

Use the previously mentioned JQL search to find all issues with the status done, but the Resolution field is not set.

1. Select Bulk change from the ••• Action menu.

2. On the following screens, choose Transition issues

3. Choose the Resolution field previously selected and transition all previously selected issues in one go.

4. Run the same JQL query to confirm the issues now have their Resolution field set.