Status Category is Done but Resolution is empty

[marty_chang]

What might have caused a Jira issue or Jira work item to reach a state where Status Category is "Done" but Resolution is EMPTY?

Below is an example JSON body sanitized from a real work item.

• Status is "Done" ✅
• Status Category is "Done" ✅
• Resolution is EMPTY 🤯

{
  "expand": "renderedFields,names,schema,operations,editmeta,changelog,versionedRepresentations,customfield_11023.properties,customfield_10010.requestTypePractice",
  "id": "1538492",
  "self": "https://example.atlassian.net/rest/api/3/issue/1538492",
  "key": "EX-6243",
  "fields": {
    "statusCategory": {
      "self": "https://example.atlassian.net/rest/api/3/statuscategory/3",
      "id": 3,
      "key": "done",
      "colorName": "green",
      "name": "Done"
    },
    "resolution": null,
    "status": {
      "self": "https://example.atlassian.net/rest/api/3/status/10001",
      "description": "",
      "iconUrl": "https://example.atlassian.net/",
      "name": "Done",
      "id": "10001",
      "statusCategory": {
        "self": "https://example.atlassian.net/rest/api/3/statuscategory/3",
        "id": 3,
        "key": "done",
        "colorName": "green",
        "name": "Done"
      }
    },
    ...
  }
}

[Akhand Pratap Singh · Accepted solution]

Hello @marty_chang ,

Good day, Welcome to Atlassian Community.

1. Can you please check if post function for Close transition is setting Resolution.
2. If you don't want this to Automatically set Resolution, then try adding transition screen for Close Transition to allow users to select Resolution of the ticket

Check Article: https://support.atlassian.com/jira/kb/best-practices-on-using-the-resolution-field-in-jira-cloud/

[marty_chang]

Thank you for the link to the best practices article, @Akhand Pratap Singh ! I think this article has the details I need to review with my team to get to the root cause.

The warning panel gave key guidance I needed to confirm.

Any issue that has the Resolution field set is treated by Jira applications as "resolved". The Issue Navigator displays "Unresolved" when no resolution is set for an issue. So adding a resolution named Unresolved/None and setting it in an issue will mean that the issue is seen as resolved. This will lead to confusion and is strongly not recommended.