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Why is my 'Open' tickets on Service Request showing 'DONE' & 'DROPPED'

Nicola Brown
Nicola Brown September 22, 2021

 'Open' tickets on Service Request UI Request list view is showing 'DONE' & 'DROPPED' which is incorrect.

These should show in the 'Closed' tickets.

 

Has anyone got a solution for this please?

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Alex Koxaras _Relational_
Alex Koxaras _Relational_
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September 22, 2021

@Nicola Brown 

Most likely these issues were closed at some point, and re-opened afterwards. Somebody forgot to clear the resolution field during this transition and the ticket kept the resolution.

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Katarzyna
Katarzyna
Atlassian Partner
September 22, 2021

Hi @Nicola Brown ,

Probably it's the same question as in this post: https://community.atlassian.com/t5/Jira-Service-Management/Open-issues-appear-in-quot-Closed-quot-filter/qaq-p/1804413 

Please check your Resolution field.

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Jack Brickey
Jack Brickey
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September 22, 2021

That could be. 

answer - be sure to clear resolution field if issues are reopened. Be sure to set resolution anytime you close an issue.

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Jack Brickey
Jack Brickey
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September 22, 2021

Hi Nicola, I’m having a hard time following you here. Maybe you could provide more detail including images?

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