Why are tickets created with a resolution code 'DONE'?

Question

Greetings, my fellow Jira users.

Lately, tickets are created via the portal or directly in ira, are created with a "Resolution Code" 'DONE.' I am not sure if this is a bug, but it never happened before. This obviously throws off any queue that is set to find 'Unresolved' tickets.

Any insight here?

Thank you!

Nic Brough -Adaptavist- · Answer

So, you do have the resolution field on-screen.

I wouldn't worry about the "pops on screen", it will go away when you remove the resolution from the create screen - you need rid of it.

Nir Malchy · Answer

Ni @Nic Brough -Adaptavist- and @Ravi Sagar _Sparxsys_

Thank you for your help.

I made a quick video on what happens when I create a new issue.

The 'Resolution' field is not there until I click 'Create', and then it 'pops' into the form. How strange...

I made a quick video for you:

https://www.loom.com/share/6b6cadbe0b0e40d4a79c370a35d30e41

I hope that helps!

Thanks again!

Nic Brough -Adaptavist- · Answer

Ok, that's the most common culprit behind this behaviour, worth ruling out before going into a load more detail.

If the resolution is not being set because it is on the create screen, then it must be being set by something else.  The next most likely culprits are a post-function, automation or listener doing it, and there are some other things too.

To narrow it down a bit more, could you create a new issue, give it 30 seconds and then look at its "history" tab - does that show a change of resolution?