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Why are "Unresolved" and "Not Resolved" options for "Resolution"?

Jess_l25qk3

Our team has been experiencing challenges with the Created vs. Resolved chart showing up correctly. We've noticed that "Unresolved" and "Not Resolved" have shown up in our Resolution options recently and were set as default.

When there is a "Resolution" indicating that the issue is unresolved, it impacts the Created vs Resolved chart and Open Issues filters. Issues that are not even in the "Done" status category show up as Resolved.

Our PMO suspects that this mishap is due to a Jira Software update.

How can we revert back to having a default Resolution of EMPTY/NULL so that our filters and charts will be accurate?

Thank you!

Accepted answers

Alex Koxaras -Relational-

Hi @Jess

First thing's first:

Issues that are not even in the "Done" status category show up as Resolved.

This is due to the fact that resolution is not cleared when issues are reopened (via workflow post functions)

Resolutions can be set (and are global variables) via jira settings (cog > issues > resolutions). If you are seeing more resolutions than before, then clearly someone must have add addition resolutions (or add and include/exclude property on a transition).

There is no way to "revert" back to a previous state. You can only try to amend things manually, and a Jira admin would come in handy.

Joshua Sneed Contegix

Hi Jess,

First, "Unresolved" is equivalent to a NULL value or an empty field; aka "this issue is not resolved." Any value in the Resolution (e.g. "Not Resolved," "Done," etc) indicates the issue is resolved.

My guess is that your workflow is the problem. Specifically setting the resolution when transitioning issues. The statement, "Issues that are not even in the "Done" status category show up as Resolved" indicates the resolution is not cleared (set to Unresolved) when transitioning out of a status with category of Done.

Review/revise your workflow to set the Resolution correctly when transitioning. Cheers!

All comments

Alex Koxaras -Relational-

Hi @Jess

First thing's first:

Issues that are not even in the "Done" status category show up as Resolved.

This is due to the fact that resolution is not cleared when issues are reopened (via workflow post functions)

There is no way to "revert" back to a previous state. You can only try to amend things manually, and a Jira admin would come in handy.

Joshua Sneed Contegix

Hi Jess,

First, "Unresolved" is equivalent to a NULL value or an empty field; aka "this issue is not resolved." Any value in the Resolution (e.g. "Not Resolved," "Done," etc) indicates the issue is resolved.

Review/revise your workflow to set the Resolution correctly when transitioning. Cheers!

Jess_l25qk3

Hi @Alex Koxaras -Relational-

Thanks for your response. We're seeing the Resolution automatically set to the default values of "Unresolved" or "Not Resolved" (with a green check mark) even when the issue is first created.

When you say "clearly someone must have add addition resolutions (or add and include/exclude property on a transition)", are you implying that this would have been added by one of our users and not due to a Jira Software update?

Jess_l25qk3

Hi Joshua,

We have an actual Resolution option of "Unresolved" as opposed to the issue showing as unresolved due to NULL/empty.

Is there a way to clear the resolution as you've mentioned?

Thanks!

Alex Koxaras -Relational-

@Jessresolution must only be set when the issue is in the final status (e.g. completed, canceled, done, rejected, etc). There is not point and is clearly wrong to add the resolution when you first create an issue. This is what is messing you charts in the first place.

Created vs Resolved chart will show you exactly what is says: Created, meaning issues with no set resolution vs resolved, issues with a(ny) resolution.

Jira comes with a handful of predefined resolution. E.g.

Is you have additional resolutions options, such as "Not Resolved", or "Unresolved", this is clearly wrong.

My guess is that the problem start when you first create the issue and you set as well its resolution. You shouldn't do that. Set the resolution upon issue closure.

Mark Jestings

That seems about right @Alex Koxaras -Relational-

I would also remove the initial resolution set upon ticket creation.

And then I would manually remove the resolution from all created tickets, that are not in the done status.

Nic Brough -Adaptavist-

My stock answer here is "an inexperienced admin has added bad values to the list of resolutions".

What you should do is:

Go to Admin -> Issues -> Resolutions and rename "Unresolved" to "do not use me" or something indicative of it being broken
Delete any other resolutions that mean things like "not resolved", swapping them to the "do not use me" (this just simplifies the broken data a bit)
Go through every screen in your system and check if it includes the resolution field. It should never be on a screen that might be used for Edit or Create. (I tend to remove it from View screens as well, just to be clear about it. Jira will still display it if you do that). It should only ever be on screens that are used in transitions going into status that are done/ended/closed etc.
Check your workflows either ask for a resolution when closing (i.e. with the resolve screen above) OR have a post-function that sets it. Plus a post-function to clear it (not set it) when re-opening.

You're now in a place where the damage won't get worse, but you still have a pile of issues with a broken resolution. You can't just delete it from the list, Jira won't clear it, it will flip it to another.

I've no specific advice here. Scriptrunner has a built-in script for fixing these, but the method you use to clear the resolution depends on the scale of the problem - if it's 6 issues, a manual push through close and re--open may be easiest, if it's 6,000, look to scripting or apps.

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