JIRA: close or allow?

Question

You can reopen both resolved and closed problems in JIRA. What is the practical difference? (besides the fact that different permissions are required to resolve / close issues, for example, if QA is used)

We have some disagreements in our team about whether to decide or close, and I would like to point out some authorities and say: "We must do it this way."

Answer 1

A typical workflow of a problem is the one who works on the error, solves it, and the one who discovered the error, the one who decides whether the resolution is acceptable. If so, they close it. If not, they again open the error for further discussion / work / wrangling.

The exception is that the error is a duplicate, often the person who is working on the error understands that it is a duplicate, and can then close the error as a duplicate. Or maybe they resolve it as a duplicate, the novice agrees and closes it.

IIRC, JIRA has a fairly flexible (if complex) workflow, so you can set up any process that you think is appropriate for your team and groups that will send problems.

Edit: I understand that I actually did not pay attention to closing closed questions. In my experience, this often does not happen because people are looking for a system of problems for existing errors that exhibit the same behavior as what they see. And if you're lucky, quite often errors open without any investigation of existing problems.

Having said that, the QA or field man will go “I remember this mistake. Damn, they said it was fixed” some time after its owner closed it. At this point, they can reopen the old error or create a new one, as well as a link to the original. My preference is that there will be a new error and link, rather than reopening. The reason is that the “new” problem may exhibit the same behavior, but it may have a completely different reason. This often happens when messages with a generic error message fail.

Answer 2

• Solved, as a rule, "Ready for testing"
• Closed usually "It worked."

You can also see this blog post for more information on how JIRA uses the Resolved / Closed states and Resolution system field.

Answer 3

The way we do this, against our external clients, is when we billed the client, we close the incident (this can also be a problem or an SED task), until the incident simply remains resolved.

I believe that you should not reopen a closed incident, which is a book, but a resolved incident that you can reopen.

By the way, it would be wise to read what ITIL says about this. As said on this page :

Rules for reopening incidents

Despite all the adequate care, there will be cases when incidents are repeated, even if they are officially closed. Because of such cases, it is prudent to have predefined rules about when and when an incident can be reopened. For example, it may be prudent to agree that if an incident is repeated within one business day, it may be reopened, but that a new incident should be associated with the previous incident at that point. The exact time threshold / rules may vary between organizations, but clear rules must be agreed upon and documented and guidance provided to all support staff to ensure uniformity.

Answer 4

You (as a rule) cannot edit and register work on a closed issue, and you should take this into account.

My advice: only testers Close