Chore ticket marked 'Fixed, although it was only created and is still 'Open'

[Deleted user]

I've opened a new ticket (Chore) and after it was created it was automatically marked 'Fixed', although it's status is still 'Open'. It is crossed-out in the backlog.

[Jack Brickey]

Hi Gasper, welcome to the Community. I suspect if you look at the History tab you will see it transition to 'done' at some point and then back to 'open'. Further, when your issues move to 'done' either a post function in the workflow or the user selects the "Fixed" Resolution. However, the reopen transition is not clearing the Resolution field.

Other possible situation - your Resolution field is wrongly getting set prematurely in some way, e.g. it has been made mandatory under the field scheme and when created someone is selecting Fixed. Less likely but I have seen this done before.

[Joe Pitt]

To add to @Jack Brickey if the resolution field is always required when presented, so if it is on the create screen it needs to be set before the issue can be created

[Jack Brickey]

yes exactly == very bad

[Deleted user]

Hi, thanks for the reply.

I assume it is the latter situation. How can this 'Fixed' be deselected? I don't see it in the ticket edit form.

[Jack Brickey]

I suggest the following actions:

1. check the create screen to see if the Resolution is on that screen and remove it
2. edit your workflow such that if an issue is reopened the Resolution field is cleared. Use a post function to achieve this.

[Deleted user]

Thanks!

Worked like a charm.