We've had a rough, shaky time using Jira, but it's almost entirely due to internal politics and constantly-shifting business priorities. (aka CEOs and owners who are just megaphones for their corporate customers) We intended to replace our invented-here ticketing system (which has Zendesk integration) with Jira, but instead we integrated Jira into that invented-here ticket system.
On the other side, my team has been bit by a bug from 2008 which prevents us from changing any ticket's state to Resolved. We can Resolve tickets, but their Resolution remains Unresolved. Since the Resolved state is central to most of Jira's built-in features, this means Jira has been broken for me since we installed it 6 months ago. The Your Issues default display shows all my tickets, including my closed tickets. The interface is not customizable enough to build workarounds for this problem.
Also, the name (bastardizing the Japanese pronunciation of Godzilla) always feels somewhat racist to me.
We had this exact issue too. The answer was to modify the workflow. Select the transition that currently isnt resolving (in our case it was transitioning from "In Review" to "Done") and adding a new "Post Function" which updates the issue field "Resolution" to "Resolved". After that all the little graphs etc were correct.
You can also bulk modify issues that are unresolved by transitioning them to "In Review" and bulk updating them again back to "Done" which then correctly set the resolution field. Unfortunately this technique means that all your issues are now resolved on the same day so your graphs etc show a big spike on one day.
For some reason this bug occurs after a few days with any of the default workflows in Jira, but it's not too big a deal if you spot it early and fix the workflow to resolve issues correctly.
As for the Jira/Godzilla thing, I always thought it was a reference to Mozillas Bugzilla, which I thought was kinda cool :)
It's not even just the 'Japanese pronunciation', but the original name of that monster was ゴジラ - 'gojira' (gorilla/kujira (whale)) - which was anglicized into 'godzilla'. There's nothing racist at all about 'jira'.
Check out http://answers.atlassian.com if you want to try and get some crowd-sourced answers to your problems! Happy to try and help resolve any sticking points you may have.
This is fixable - I have done it myself. It's not possible to add an outgoing transition on an active (or draft of an existing active) workflow. So you work around this by:
* Create a copy of your workflow
* Add the outgoing transitions that you want to add
* Change the workflow scheme to point at the new workflow
It's not super elegant but if you need to work around it you can.
Feel free to connect with me on twitter (@jsinkers).
We had a similar bug that we worked around by adding a transition view of "Resolved Issue Screen" to all steps leading to done in the Add Workflow Transition page.
If you also want to fix existing issues, I'd suggest creating a "loopback" workflow transition on the resolved state, and adding a post-function that sets the resolution to "Fixed" or something similar.
You can then bulk transition all your existing issues and the resolution will get populated correctly.
Apparently I'm extremely oversensitive. I'll focus more on not caring about potentially racist, sexist, ageist, Marxist, time-ist, technologist, social, political, extremist, terrorist, traveler's, vice-user, or otherwise self-destructive motives I see expressed by other humans.
On the other side, my team has been bit by a bug from 2008 which prevents us from changing any ticket's state to Resolved. We can Resolve tickets, but their Resolution remains Unresolved. Since the Resolved state is central to most of Jira's built-in features, this means Jira has been broken for me since we installed it 6 months ago. The Your Issues default display shows all my tickets, including my closed tickets. The interface is not customizable enough to build workarounds for this problem.
Also, the name (bastardizing the Japanese pronunciation of Godzilla) always feels somewhat racist to me.