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Issue Links are striked through but resolution is not set

Christof Hurst

Hi,

normally issues are striked through as soon as resolution is set.

Actually it seems that this strikethrough only references to status category done.

As we have a green status for "Active" we don't want to display issues with strikethrough. Perhaps only in free version in the cloud??

Any idea how to prevent?

Please do not tell me the issue has a resolution set with name "unresolved" because it has NOT!

Christof

Accepted answers

Christof Hurst

It's also completely reproducable with a new Open-Done workflow with no postfunctions to set the resolution. Just link to issues, move one to a status with status category Done and the issue will be displayed strikthrough.

All comments

Fabio Racobaldo _Catworkx_

Hi @Christof Hurst ,

That behaviour is not specific for free or paid plan. In the past I remember that linked issues were striked or not based on resolution (https://community.atlassian.com/t5/Jira-questions/Why-is-there-a-strikethrough-on-a-To-Do-ticket-with-unresolved/qaq-p/1847028) but, righ now, it seems based on the category status.

I searched something about that within Atlassian backlog but there are not bugs for that.

I really don't know if it is a bug or a new approach.

Fabio

Christof Hurst

I hope it's a bug. But as I have a free plan I can't raise a ticket at the support.

Alex Koxaras -Relational-

Hi @Christof Hurst

I screenshot of what you are facing would help a lot. In addition can you please say if you are on TMP or CMP projects?

From what I can assume is that:

These issues could be reopened and transitioned to a status, without clearing the resolution
Someone added a PF to a specific transition which set the resolution

Christof Hurst

What should a screenshot show? The issue is strike through and the resolution is not set...

Again, the resolution is NOT set!

All projects company managed.

[CRM-3] - cf Atlas Consulting 2022-10-15 12-04-40.png List - Test Projekt - cf Atlas Consulting 2022-10-15 12-03-59.png

Nic Brough -Adaptavist-

Actually, the issue is resolved.

Your screenshot shows the green status with "unresolved" next to it as the resolution. So someone has resolved the issue by selecting a resolution.

If the issue was unresolved, then there would not be anything showing to the right of the status.

An inexperienced administrator has added a resolution called "unresolved" to your system, and probably put it on some create or edit screens.

To fix this, you should

Go to the list of resolutions and rename "unresolved" to "aargh no" or something else that makes it clear to your users that they should not be using it.
Go through every screen you have and remove the resolution field from them, unless they are a screen only used for transitioning an issue to a closed status
Unresolve every issue that is in an open status with an "aargh no" resolution, by pushing them through a transition that has a "clear resolution" post-function, or by using a script or automation to empty the field out.
Delete the "aargh no" resolution from the list

Christof Hurst

No, the issue is NOT resolved!

Resolution IS EMPTY!

There is no resolution "unresolved" in the system. I am very experienced and I know what i do.

Christof Hurst

Issue navigator - cf Atlas Consulting 2022-10-15 14-14-04.png

Nic Brough -Adaptavist-

In a company managed project, the resolution does not show "unresolved" when the resolution is empty. There is nothing shown at all.

The issue in your screen shot has a resolution set.

Joseph Chung Yin

@Christof Hurst -

As suggested by other community leaders, In Jira/JSM, issue strikethrough marking is activated when issue's resolution field is set.

I agreed with @Nic Brough -Adaptavist- comment that in the CLOUD env, if the issue's resolution is not set, then there will be nothing displayed (next to the status) example -

From your image captured in your reply to @Alex Koxaras -Relational- , the fact that a resolution is presented, it means that CRM-3 has a resolution value. You should look into "Settings" >> Issues >> under the Issue Attributes section >> Resolutions configuration to ensure that there are no option named "Unresolved". If it is found, then you should either delete it or rename it to something else.

I would also recommend you to review the WF against the transition to "ACTIVE" (regardless of it's status category association) to ensure there is no post-function call where the resolution is set. Lastly, examine your WF on all the transitions to check where the resolution value is set and unset as needed.

It is my understanding that Jira/JSM uses "Unresolved" as an internal representation of NULL value for the Resolution field.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Christof Hurst

You are also wrong. There is no and there was never a resolution named "unresolved". I'm not stupid. I know what I'm doing. Also the issue had never a resolution before

The resolution field is presented because I added it on the Screen to test. As soon as I select a resolution, it is still displayed but with a green hook in front. This means, a resolution is set. My screenshot just shows, that NO resolution is set. So it's unresolved and you are right as this means NULL (or None).

[CRM-3] - cf Atlas Consulting 2022-10-15 18-27-20.png

Christof Hurst

Joseph Chung Yin

@Christof Hurst -

Please don't get us wrong, all community leaders (@Nic Brough -Adaptavist- / @Alex Koxaras -Relational- / @Fabio Racobaldo _Catworkx_ and myself) are just trying to assist you with our knowledges and experiences with Jira/JSM. I know you know your stuff and not to saying that you are not.

At this time, I would recommend you to report this oddity to Atlassian Support for their insights on this matters.

Best, Joseph

Trudy P Claspill

@Christof Hurst

I was able to recreate what you are seeing. I am also using a Free subscription.

First, in my Board Settings > Columns, for the Statuses in the Done column I unchecked the box for setting the Resolution field.

Screen Shot 2022-10-17 at 4.49.30 PM.png

In my case, I also did not have a screen attached to the Transition to Done that would let the user set the Resolution field.

When I then transitioned an issue to Done, the Resolution field remained empty.

Notice the Resolution value shown in the search results is italicized. When the Resolution field has an actual value in it, the text is not italicized.

Screen Shot 2022-10-17 at 5.04.31 PM.png

If I looked at that same issue under the Linked Issues list of another issue, then I saw the issue key struck through.

Screen Shot 2022-10-17 at 4.53.15 PM.png

At this point I did not see Unresolved next to the issue's status...

Screen Shot 2022-10-17 at 4.54.14 PM.png

...HOWEVER I did manage to change that. By going to the Screen Scheme and adding the Resolution field to the View/Edit screen I was able to get "Unresolved" to display next to the Status, just like you see.

Screen Shot 2022-10-17 at 4.57.34 PM.png

Screen Shot 2022-10-17 at 4.58.24 PM.png

Screen Shot 2022-10-17 at 4.59.39 PM.png

Christof Hurst

Thanks Trudy for reproducing the issue. Now we have three confirmed cases and it seems that just the status category is causing the strikethrough.

I will show the atlassian support the thread.

You are the first one to believe me and my findings. Thanks.

Nic Brough -Adaptavist-

This is getting really weird.

I followed exactly what Trudy did and I still do not get an "unresolved" message next to the status. I tried it on both a free and an enterprise install.

But the solution remains the same - don't put the resolution on the edit screen. It should not be there.

Trudy P Claspill

While I agree that having the Resolution field on the View/Edit screen is a bad practice, that is not actually a solution to the problem from the original poster.

;-)

The original question was how to prevent a strike through on the issue when it is in a status that is part of the Done status category but has an empty Resolution field.

Andy Heinzer

Hi @Christof Hurst

It appears that you are not using Jira Software in this site, but rather the features of Jira Work Management. If that is correct, then you should be aware of this known issue JWMCLOUD-210

On Business projects (which have their own boards), the issues will be set to Done, but not have a resolution value set on them when this happens. It is a known issue that seems to be affecting you here. I'm afraid the other answers on this thread could apply, if you were using a company managed Jira Software project, as the boards and workflows in those project types rely upon different code there.

But there is a noted work-around on that bug ticket whereby you can setup an automation rule in order to automatically set the resolution field value when the issue reaches that specific Done transition.

I hope this helps.

Andy

Christof Hurst

It's officially a bug:

Christof Hurst

It's a bug. can you please vote on it?

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