Created Vs Resolved Dashboard not displaying Resolved Issues

[Hermeus]

I have created a Created vs Resolved dashboard for a user but the two 'Resolved' tickets are not appearing in the dashboard (provided below). The resolution is set for each resolved ticket but when I filter for these tickets, I notice they don't have a Resolved date in the column of the JQL lookup. 

Can someone help me understand what details are missing to allow the dashboard to reflect accurately? 

[Walter Buggenhout · Accepted solution]

Hi @Hermeus,

Resolved looks at the moment when a value is set in the resolution field. It does not look at the status -> "resolved" in your screenshot is a status not a resolution.

If these issues are in a company managed project, you should make sure that the resolution field is also set through a workflow post function in the transition to your resolved status (or through a transition screen that allows the user to fill out the field).

If your issues are in a team managed project, you would need to use an automation rule to update the resolution field to obtain the same result.

Hope this helps! 

[Walter Buggenhout]

Hi @Walter Buggenhout , thanks for the reply!
In the ticket screenshot provided, it displays that the Resolution has been set to 'Done', which should indicate that it is completed based on my knowledge. 

So it seems, indeed. My bad - I had overlooked your second screenshot. That is definitely unexpected behaviour, as setting the resolution is (under normal circumstances) a system event that normally sets the resolved date as well. Can you seen in the issue history of the issues when and how the resolution field was set? And at the same time also check if something happened with the resolved date at that time or not?

Since you're on data center, re-indexing your project might help (if the data is there but not being returned correctly in the UI).

[Hermeus]

@Walter Buggenhout I actioned a full re-index and it did not update the dashboard to reflect resolved tickets. 

The resolution was set yesterday by using an automation to set all resolved tickets with a 'Done' resolution. 

[Stefan Stadler]

Hi @Hermeus 

I am not sure, why setting the resolution using an Automation does not set the Resolved timestamp as well. This might be a bug to be adressed with Atlassian support.

One thing you could try is to handle this within a workflow - which is the place where the resolution should be set anyway.

Therefore, check the workflow of your affected issue(s) and see if the transition to "Resolved" either contains a screen that requires a resolution or if there is a post function existing that changes the resolution value accordingly.

There should also be a post function available to unset the resolution in case the transition is made back from "Resolved".

Having made sure that the workflow is fine, I would then like to ask you to transition the affected issue to a status other than "Resolved" and therefore unset the resolution.

Once this is done, please transition the issue back to "Resolved", which should now set the resolution correctly.

Let me know, if this helped!

Stefan 

[Hermeus]

Hello! I adjusted post function settings to test if maybe if was stuck there and it worked. Dashboard is now showing the updated tickets.

Thanks for the help!

[Danut M _StonikByte_]

Hi @Hermeus,

Not sure why is this not working as long as you have the Resolution field set. You could also try the Recently Created Chart gadget of Jira. Or, eventually, open a ticket with Atlassian Support for assistance. 

Another option would be to search for a plugin on Atlassian Marketplace that provides such gadget. In case you want to try a plugin, have a look over the gadgets offered by our Great Gadgets app.

See also: 

• https://community.atlassian.com/forums/App-Central-articles/A-powerful-Reported-vs-Done-chart-for-Jira-dashboards/ba-p/2610902 
• https://community.atlassian.com/forums/Jira-articles/Building-a-powerful-Kanban-dashboard-in-Jira-with-Great-Gadgets/ba-p/1664331

Danut

[Hermeus]

Hi @Walter Buggenhout , thanks for the reply!
In the ticket screenshot provided, it displays that the Resolution has been set to 'Done', which should indicate that it is completed based on my knowledge. 

Also, this is a company managed project with a post function setup in the workflow.