Summary

The 'resolution' field is not indexed by JIRA when hidden. This has two main consequences in Service Desk reports:

1. The 'resolved' series in reports, such as Created vs Resolved don't show issues in this case
2. If an issue is resolved while the resolution is hidden, if we change it to 'show', these issues are not shown in report as resolved, unless system is re-indexed

Environment

Version: 3.3.0-OD-1000.212.0

Steps to Reproduce

1. Create an SD project
2. Make resolution hidden in Fields Configuration
3. Create tickets and resolve them
4. Check Created vs Resolved reports
5. Make resolution visible again
6. Check Created vs Resolved reports

Expected Results

The resolve tickets show in report both in steps 4 and 6.

Actual Results

Both won't show any resolved issues.

Notes

There's a similar bug here.

Notice that you resolve a ticket before hiding the field, hide it and show it again, the ticket will show once the field is not hidden. That's probably because it was indexed by resolution, since it was visible when the ticket was resolved.

On the other hand, if you resolve the ticket while the field is hidden, it won't show unless you run a re-index.

Also, re-indexing while the field is hidden is useless and may just remove the existing indices for tickets created before it was hidden.

Workaround

If you need to see the field in reports:

1. Make it visible again
2. Lock JIRA and re-index
3. Keep it visible (otherwise, the problem will occur again)
4. If you don't want users to see/edit this field, simply remove it from screens (Created/View/Edit)