Time to Resolution report: Unresolved Issues/Resolved filed
Asked by Patrycja Kuczynska:

Hello,

I would like to create a time to resolution report and some questions:  
-what is the difference between a resolution time report and the resolution time gadget. Are the results the same?  
-We have created a dashboard with the TTR and are wondering why there are "Unresolved Issues" in the first column, there should only be Resolved Tickets in there, right?  
![Bildschirmfoto 2021-11-11 um 12.30.37.png](/t5/image/serverpage/image-id/168915i4D517842330E3768/image-dimensions/498x220?v=v2 "Bildschirmfoto 2021-11-11 um 12.30.37.png")  
-And in the list of tickets there are some that still have the status "Validation" or "Working"

![Bildschirmfoto 2021-11-11 um 12.43.49.png](/t5/image/serverpage/image-id/168916i7ED9FBD4ED07B7DA/image-dimensions/315x316?v=v2 "Bildschirmfoto 2021-11-11 um 12.43.49.png")

-We suspect that this has something to do with the Resolved field, but we don't quite understand it yet. Who sets the status? For example, the status of the ticket is still "Validation" but the field is already "Resolved"? Created and resolved at the same time...Who sets this?

![Bildschirmfoto 2021-11-11 um 12.48.40.png](/t5/image/serverpage/image-id/168917iDF6BABAA8BA7DEC0/image-dimensions/307x59?v=v2 "Bildschirmfoto 2021-11-11 um 12.48.40.png")

![Bildschirmfoto 2021-11-11 um 11.21.06.png](/t5/image/serverpage/image-id/168918iE1C2855997FF75B7/image-dimensions/332x130?v=v2 "Bildschirmfoto 2021-11-11 um 11.21.06.png")

Thank you and best regards  
Patrycja


Answers:
author: Patrycja Kuczynska
body: Hi [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564)

thank you for your feedback. Could you please take a look at the board and the settings with my permission? I think this will be easiest, because unfortunately I'm still not sure where we should adjust the post function in the workflow.

Best regards  
Patrycja


author: Fabian Lim
body: Hi [@Patrycja Kuczynska](/t5/user/viewprofilepage/user-id/4630731)

Resolutions are set to closed tickets and usually a prompt comes up asking you to set it. In other situations automation is used to automatically set it.

In your scenario, tickets are closed and the resolutions are set. However, the ticket can be pushed back and in most cases jira doesn't set the resolution field back to unresolved by default.

Here is a thread that explains more: <https://community.atlassian.com/t5/Jira-Service-Management/What-is-the-difference-between-a-Resolution-and-a-Status-that-is/qaq-p/1202907>

Thanks

comments: author: Patrycja Kuczynska
body: Hi [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564)

thank you for your quick feedback.

But it's still not clear why does the first column of the diagram say "Unresolved tickets"? In the list are tickets which are Resolved.

And why the ticket from my scenario, which is also in the list, is Resolved, although the Resolved filed "Open" is?  
-Resolved Filed is still "Open"

![Bildschirmfoto 2021-11-12 um 10.42.24.png](https://community.atlassian.com/t5/image/serverpage/image-id/169083iF9E56A306B1A2B1F/image-dimensions/279x53?v=v2 "Bildschirmfoto 2021-11-12 um 10.42.24.png")  
-Resolved date is the same as Created date - why is it so?

![Bildschirmfoto 2021-11-12 um 10.42.31.png](https://community.atlassian.com/t5/image/serverpage/image-id/169084i1AF48FB015119794/image-dimensions/240x104?v=v2 "Bildschirmfoto 2021-11-12 um 10.42.31.png")  
-According to the history, the ticket has not been pushed back, only the status has been changed.

![Bildschirmfoto 2021-11-12 um 10.41.57.png](https://community.atlassian.com/t5/image/serverpage/image-id/169085i2570AD4FB1FC4DE5/image-dimensions/223x207?v=v2 "Bildschirmfoto 2021-11-12 um 10.41.57.png")

Thank you

Patrycja


author: Fabian Lim
body: Hi [@Patrycja Kuczynska](/t5/user/viewprofilepage/user-id/4630731)

It looks like there are some misconfigurations in your environment. For example, beside validation, you have a checkmark with open. This means that the ticket was resolved in jira terms.

You may have a workflow postfunction or automation that sets the created ticket with "Open" resolution. Which is being misused. Which makes sense with the dates and history you shared.

I hope this helps.


author: Patrycja Kuczynska
body: Hi [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564)

could you please tell me where I can make the changes on the configurations to see what postfunction/ automation is set and change it?

Thank you and best regards  
Patrycja


author: Patrycja Kuczynska
body: Hi [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564)

Can you give me some feedback here? Unfortunately, I can't find a place in the settings where we can adjust the resolution field accordingly. Our workflow status looks like this:

![Bildschirmfoto 2021-11-30 um 12.30.19.png](https://community.atlassian.com/t5/image/serverpage/image-id/171398i1C9197A99F142701/image-dimensions/458x343?v=v2 "Bildschirmfoto 2021-11-30 um 12.30.19.png")

When we create a ticket, the field "Resolution: Open" is automatically set. Only after we move the ticket into Validation, the field disappears.

![Bildschirmfoto 2021-11-30 um 12.33.43.png](https://community.atlassian.com/t5/image/serverpage/image-id/171399iAE82B91257901D68/image-dimensions/466x348?v=v2 "Bildschirmfoto 2021-11-30 um 12.33.43.png")

Best regards  
Patrycja


author: Fabian Lim
body: You have to get to the postfunction of your workflow:

<https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/>

You have to be a system admin to change this. Maybe that's why you can't get into the settings.

Also, is this a team managed or company managed project?

Regards


author: Patrycja Kuczynska
body: Hi [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564)

thank you for your feedback. Could you please take a look at the board and the settings with my permission? I think this will be easiest, because unfortunately I'm still not sure where we should adjust the post function in the workflow.

Regards  
Patrycja


author: Fabian Lim
body: Hi [@Patrycja Kuczynska](/t5/user/viewprofilepage/user-id/4630731)

If you can't figure it out, contact atlassian support and they may be able to help you better. They may able to log in into your environment as well.


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