The filters work ok from within Jira for Agents and Administrators etc, and we have created queues for some states - ie Closed Requests. That all works as expected, and only Closed requests are displayed. So I'm confused (as is our customer) as to how, when in the customer portal we select Closed Requests, the queue also includes Resolved ones. The process of rectifying all bugs in the system is called Bug-Fixing. Incident: Incident is an unplanned interruption. When the operational status of any activity turns from working to failed and causes the system to behave in an unplanned manner, it is an incident. A problem can cause more than one incident which is to be resolved, preferably Some of our Jira projects have workflows where users can change to any status without having a transition. Basically all status have "all" as the transition path. Jira seems to default most status to "todo" (gray), some to "in-progress" (blue) and then Done has a (green color). Will Jira still date stamp items to Resolved with a Resolution date That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days. It has various other reports like assignee time, status entry dates, average/sum reports (eg. average in progress time per project). And all these are available as gadgets on the dashboard too. For example I have a certain number of tickets (e.g. 100) and now, I wanna know how many of them has been generally closed within 14 days? Closing time refers to time between created and updated! ok so you are asking - "how many tickets are closed w/in 14d of being created?" So OOTB there is date compare capability. I added this in case some of you have created and closed tickets in an administrative way after the fact. While not ideal, it is sometimes the case. In this situation **JIRA has a bug** If you manually set the closed date the filter will still use the ACTUAL date you resolved the ticket. EXAMPLE: Looking at the ticket in JIRA WEB Thanks Walter but created vs resolved doesnt work for me because we look at closed status as part of the chart. The issues dont stop at resolved, so want to know how many were closed and how many were created in the same chart that would give me the percentage/count comparison on how many are getting created and how many are getting closed on a weekly basis. Week 1 - 300 open. Week 2 - 20 opened, 30 closed. Week 2 total - 290 open. The point in time nature of the report i believe causes overlap or gaps between reports on a week to week basis. For example, if I produce week 1's report at 1320 on Monday but week 2's report at 1030 on the following Monday, it seems that week 2's report will contain First - Resolved/Cancelled/Closed (In General) In JSM, an issue is "Resolved", it means it is completed however it is still waiting for customers to determine if the solution truly resolved his/her asks. Once customers confirmed "YES", then the issue should be moved to "Closed". This means the statuses "Resolved" and "Closed". From "Resolved", a user can either reopen or close the issue using the transitions on the customer portal. If reopened the issue returns to "In Progress". If closed the issue is set to status "Closed". To avoid user frustration from them trying to reopen a ticket, and us not being aware JOyyG6.