Service Desk tickets setting a Resolved date when tickets are not marked as resolved

[Amie Smith]

Service Desk tickets setting a Resolved date when tickets are not marked as resolved - is anyone else experiencing this?

[Hazwan Ariffin]

Resolved date will only be added when an issue has a resolution. An issue can be open but has a resolution. Most of the time, this happens when an issue is reopened but the resolution field is not cleared. So check your workflow and see if you have any post function that set a resolution on a transition that is not going to a resolved status.

Or check if the reopen transition to see if the resolution is cleared when issue is reopened:

[Amie Smith]

thanks but this is happening on new tickets, which have not been marked as resolved

[Hazwan Ariffin]

It's possible, if, as I mentioned earlier, you have any post function that set something to the resolution field in your workflow, even if the status is not  in resolved status

Please be noted that, a resolution called "un-resolved" (if you have any), would also be considered as a ticket with a resolution. There are 2 scenario where you can hit this:

1. Resolution is set through screen:

2. Resolution is set through post function in workflow: