Rejected Issues showing up in Open Issue Queue

[Barkha Agrawal]

Hello,

I have created one Jira Workflow in which Rejected and Closed are two of the statuses. Currently what is happening is, even if my jira ticket is in Rejected or Closed state it is showing up in open issue queue. But i want them to appear in Rejected queue or Resolved queue like :

Rejected State -> Rejected Queue

Closed State -> Resolved Queue

Can anyone help me on this?

Regards,

Barkha

[Jack Brickey · Accepted solution]

Are you speaking of Jira or Jira Service Desk? You have posted in the Jira collection yet you are speaking of queues which is a JSD term. Where are these queues you speak of?

If you are talking about JSD queues then simply edit the queue in question and ensure it does not include rejected. Create a new queue that will reflect rejected. If you share the JQL associated with the specific queue I might be able to assist further.

[Barkha Agrawal]

I am talking about Jira Service Desk

[Jack Brickey]

@Barkha Agrawal , you have accepted answers here but wanted to verify that you question is indeed answered. Let us know if you need further assistance.

[Robin Flood]

Okay! To add new custom resolutions just go here: 

https://YOUR-SITE-NAME.atlassian.net/secure/admin/ViewResolutions.jspa

You can also reach it by clicking on the project settings (cog in the bottom left corner) -> Issues -> Resolutions (almost in the bottom of the list)

To adapt the jql in your queue go to each queue and set the relevant resolution in the filter by clicking "Edit Queue" in the top right corner and you should see this:

[Ste Wright · Accepted solution]

Hi @Barkha Agrawal

The "Open Issues" filter works off this JQL:

resolution = Unresolved order by priority DESC,updated DESC

^ This means that issues in status categories of "Done" would still appear if no resolution is being set. 

It is ideal to set a resolution - it has benefits, such as setting the resolution date so you can trace flow efficiency. This also gives you two options:

Option 1:

• Create two resolutions - Rejected and Closed
• Use a workflow post-transition property to set the required resolution when moves to one of your two statuses

Option 2:

• Have just one closed status - eg. Closed
• Add two resolutions - Rejected and Resolved
• Add the resolution screen (which makes resolution mandatory) to the transition to Closed. This means when users close an issue they'll need to provide the resolution as a reason

^ Personally, we use Option 2. It means if we want to expand the number of resolutions (eg. we have Fixed, Won't Fixed for Bugs and generic ones such as Duplicate and Cancelled) we can without adding more statuses than necessary.

Now if you want to split those two into their own queues, you just need to create two filters which activate depending on which option you choose - this might be:

Rejected:

• resolution = Rejected 
• status = Rejected

Closed:

• resolution = Resolved
• status = Closed

Let us know if you have any further questions - or are unsure how to action either of the options. Happy to help further.

Ste

[Barkha Agrawal]

Hi,

Can you please tell me, how to created resolutions?

Regards,

Barkha

[Ste Wright]

Hi @Barkha Agrawal

It sounds like this was JSD-related - but if you did want to use resolutions:

• Click on the Jira Admin button (bottom left-hand corner)
• Select Issues > Resolutions
• Add new resolutions

^ If you were setting these via a workflow, you can:

• Select Workflows and locate yours, selecting Edit
• Click on the transition in question
• You could select to use a post function, adding "Update Issue Field"
• Alternatively, you could select Properties, adding a restriction on the number of resolutions to show (assuming you don't want all of them) - more on Workflow Properties here

Ste

[Robin Flood · Accepted solution]

Hello Barkha!

You can add a post function which set a resolution based on the transition, so one called "Rejected" and one called "Resolved" or "Closed" if you prefer that.

Then it's just a matter of adapting the queues based on this with JQL, are you using service desk queues, kanban boards or?

[Barkha Agrawal]

I am using Service Desk queues.