On the backlog board view, why are "in progress" issues struck through?

[Russ Pochop]

I've read many articles and I simply can't figure this out... 

On the backlog board view, any issue that isn't "new" has its issue number struck through. I've never seen this before in other instances I've used. It is driving me nuts because I've always used the strike through as a quick way to see what's resolved. If something '"in progress" looks resolved, that's painful.

I found in an article that any resolution - including "Unresolved" - is considered a resolution, so thus strikes through the issue number.

I'm new to the project in question, so don't have optics into the details of why things were done. For instance, when creating an issue, a resolution is required AND there's an option for "Unresolved". I've never seen this before... Why do I want a resolution when I'm creating an issue??? (that was rhetorical)

When an issue is new it does not have a strike through. When it transitions to any other status, the strike through happens.

I suspect I have to adjust the workflow, but I can't find where/how. I also suspect I have to do something about a resolution being required and that "Unresolved" shouldn't be a dropdown option.

Any thoughts? Many thanks!

[Nic Brough -Adaptavist-]

You need your admins to fix the mistakes they've made, to prevent more data becoming wrong, then you can fix the existing damaged data as a second exercise.

To prevent more damage

• Do a quick-fix, and remove the resolution from all screens in the system. 
• Then look at every transition from open to closed (this will usually be from a blue, yellow or grey status into a green one).  On these, you either need
  • A transition screen that includes the resolution (make sure this screen is not reused for anything other than "close" type transitions)
  • A post-function that sets the resolution to your chosen one
• Add a post-function to all the "re-open" transitions (i.e. from a green status to a not-green one) that uses "update field: resolution to 'none'"
• Rename the "unresolved" resolution to something like "Broken, do not use this resolution".  Do this for any other resolution that implies "not finished" - open, new, unfinished, postponed, etc.

That now means your data won't get more broken.  To patch up the broken stuff, where things have a resolution but are not really resolved, you have some options

• ScriptRunner has a built in "fix resolution" which can blank it all out (and other scripting addons will let you write code to do it)
• Push all the issues through a "re-open" transition to clear the resolution out
• Add workflow transitions to allow for a "fix resolution" transition that has the "clear resolution" function on it
• Finally, delete all the "Broken, do not use this resolution" resolutions from the list

[Russ Pochop]

Thanks for the help @Nic Brough -Adaptavist-. I'm not out of the woods quite yet, but I'm narrowing things down.

[Jobin Kuruvilla [Adaptavist]]

I'm new to the project in question, so don't have optics into the details of why things were done. For instance, when creating an issue, a resolution is required AND there's an option for "Unresolved". I've never seen this before... Why do I want a resolution when I'm creating an issue??? (that was rhetorical)

Yes, that is indeed the problem. It looks like your workflow and screen schemes are set to have resolution populated at various stages. You need to work with your admin to remove resolution from the create screen and from the post functions of workflows.

A resolution named "Unresolved" is not needed. Jira shows it as Unresolved when there is no resolution on it.

[Russ Pochop]

Thanks, Jobin. At least I know I'm on the right track.

My problem: The old admin is gone and I'm the new one...so I have no one to ask... Between workflows, screens, schemas, etc., I'm going in circles. I can't find the specific config options to make things right.

[Jobin Kuruvilla [Adaptavist]]

@Nic Brough -Adaptavist-has already mentioned some of the things you can do :) I would start with removing resolution from the screens and adding it only on the post function of the final step of the workflow (or wherever it makes sense).

Also see the following links and their related content.

https://confluence.atlassian.com/jirakb/unresolved-showing-up-as-a-resolution-for-resolved-issues-163938438.html

https://confluence.atlassian.com/jirakb/resolutions-are-not-set-225122076.html

[Russ Pochop]

Thanks for the help @Jobin Kuruvilla [Adaptavist]. Getting closer...