Closed requests show in "Open requests" list in JSM Cloud portal
Platform Notice: Cloud Only - This article only applies to Atlassian products 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 issue has come to an end when the "Resolution" field has a value.
You can run the following search in Jira to see if requests are closed without the resolution set: statuscategory = Done and resolution is EMPTY
You 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 Post Function
Go to Project settings > Request management > Workflows.
Find the relevant workflow, and click Edit workflow.
Select the Diagram tab, then click + Add transition.
From status Any status (the final status), to status Itself (creating a loop).
Name it accordingly ("Set Resolution", for example), then click Add.
Refresh the page.
Select the newly created transition, then click Post Functions.
On your right corner, click Add post function.
Select Update issue field, then click Add.
On "Issue Field", select Resolution.
Select the relevant "Field Value", then click Add.
Don't forget to publish the workflow draft.
You can limit who can use this transition to user groups or project roles. Please follow the steps here: Add a condition to a transition
Bulk transition issues
With the new workflow transition in place, we can bulk transition issues.
Search for the affected requests in the work type which you updated the workflow (
statuscategory = Done and resolution is EMPTY and AND issuetype = "[WORK TYPE WHICH YOU UPDATED THE WORKFLOW]").Select Bulk change from the ••• Action menu.
Choose Transition issues.
Choose the Resolution field previously selected and transition all previously selected issues in one go.
Run the same JQL query to confirm the issues now have their Resolution field set.
To ensure future requests close with the Resolution field set, and for more guidance in using the Resolution field, refer to Best practices on using the "Resolution" field in Jira Cloud.
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