How is this possible? Issue has status Reopened, but Done next to it

[Andrew Naber]

I am failing to understand how this is possible, and I have done everything I possibly know in the workflow section to fix this. How do we get the "Done with checkmark" to not be there after it is?  This issue was migrated from one project to another. Both classic.

[Mike Rathwell]

Hi @Andrew Naber ,

I suspect what happened is that your "re-open" transition didn't clear a couple of fields that are still extant (and if I'm not paying attention I make the mistake all the time).

Essentially when you transition away from your done state, you need to also have that transition clear the "Resolution" and the "Resolved" fields. Resolution is the field either set with a dialog transition screen or set in the workflow and Resolved is set automatically when an issue goes to done state.

Clear both of those and you'll be golden. If you have it, there is a ScriptRunner for Jira built in script to do a bulk fix of borked ones.

[Matt Doar]

The system field is Resolution, but some places in the UI refer to Resolved meaning the last date the Resolution was set. Resolved is also once of the standard statuses.

Confusing? Yup!

But add a post function to all transitions out of Closed/Done that clears the system Resolution field and this won't happen again

As Mike says, ScriptRunner makes clean up easy. Otherwise you have to fix the workflow, close the issue and reopen it again

[Matt Doar]

Also a handy JQL for finding issues with problems is

statusCategory != Done and resolution is not empty

Another useful query to track the opposite problem is

statusCategory = Done and resolution is empty