Project Queues in Jira Service management are empty and not showing any open tickets.
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
All Open queues show empty even though there are many unresolved and open tickets present in the JSM project.
Diagnosis
All open tickets are displayed under the issue filter when it's not filtered by the Resolution field and only by the project name.
However, when trying to check the queue, it seems to be empty.
Cause
- The resolution field is marked as hidden under the project's field configuration.
or - The resolution field value is set to "Unresolved" explicitly.
Solution
For Cause 1:
Go to Project Settings > Fields
In the Fields section, click Field Configurations which is linked to the issue.
Click edit(pencil icon) next to the field configuration you wish to edit.
Find the Resolution field and Click Show to make the field appear.
For Cause 2:
When the resolution field is explicitly set to "Unresolved", the queue doesn't consider the resolution field as empty.
In the All open queue's JQL filter, the queue by Resolution = "Unresolved", shows issues where the resolution field is empty.
- When the resolution field is non-empty means that it considers the issue as resolved and it's no longer considered as empty and unresolved.
- Identify whether the resolution is explicitly set to unresolved or empty by filtering the issues under the all issues filter by its project name.
- In the resolution column if the resolution shows a non-italic value "Unresolved", means the resolution is explicitly set to "Unresolved" and it's not empty. Those issues will not show up in "All open/My open queues"
- When the resolution column shows the italic value "Unresolved", it's considered as empty and shows under the All open queue.
- As a best practice, it's not recommended to add "Unresolved" resolution status explicitly to any issue otherwise, they will be considered as Resolved and won't be available in "All Open" queues.
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