Unresolved resolution duplicate

Krystian_spe7hp

Dear Community

I struggle with duplicated UNRESOLVED resolution. It messes all the JQLs, reports, etc.

I don't have the idea how to debug it. It looks like Unresolved comes with two versions - one with and one without quotations.

I don't know what is the first one, but it messes with all the default reports like:

On the other hand - there are no additional resolutions on the list in the settings section.

Nic Brough -Adaptavist-

Oh heck, an inexperienced administrator has added "unresolved" to the list of resolutions.

(1) Your very first step here, which I recommend doing immediately, is to rename the second resolution on your list - unresolved - to something clear like this-is-broken.

This will make your searches work correctly.  Except for issues which now have damaged data, where, if you need to find them, then you can say "resolution = unresolved or resolution = this-is-broken".

The underlying reason that this is broken is that any value in a resolution means that the issue is resolved.  Even if the value is called "unresolved", the issue is resolved. 

Truly "unresolved" technically means "the database has an empty resolution field for this issue".  If you put "unresolved" in there, it's resolved because it is not empty.

Your next steps are to find out where they have broken your workflows. 

The usual reason for this mistake is that someone put the resolution field on a create and/or edit screen, so issues are being resolved on create or edit.  Instead of correcting that, they've gone and added the duff "unresolved" resolution which lies to the user instead of solving the problem.

(2) You need to step through all your create and edit screens and remove the resolution from all of them.  It should only be used on view or a transition screen that is used when saying "this issue is done with"

Once you've stopped more bad data being entered with those two steps, you will probably want to repair all the broken issues.

(3) This means searching for all the issues that are in any form of "open" status, and having a resolution of "this-is-broken".  You'll need to identify a way to clear that resolution

(4) Once all the data has been corrected, and the config set so it won't make more broken data, then delete the this-is-broken resolution from the list