Issues Auto Resolving When Created

Question

I don't understand what is causing this background automation, but I recently enabled the Resolution field in my Company Managed project and whenever someone creates a ticket it immediately transitions to Resolved.

The odd thing is that I can not recreate this with my account, or when I "Login As User". I have checked the workflows for any functions that could be forcing resolution but nothing is enabled. I also checked my automation but nothing is enabled for resolution.

When I set a ticket to a "Done" status on my account it automatically migrates a ticket to resolved and this is stored in the history. But when I review the history of one of the tickets that are auto resolved upon creation, there is nothing in the log showing this action has taken place. Sharing screenshots of both tickets.

For reference, both of these tickets are using the same issue type and workflow. Any ideas what is going on in the background?

Joseph Chung Yin · Answer

@Timothy Allen -

To supplement what @Mikael Sandberg suggested, the "Resolution" field control is alway done in the WF when an issue moves into the terminal status where the field is populated via post-function setup by default or via transition screen to allow one to set the value when issue moves into the terminal status.  One should never add this field to Create Issue or Edit Issue screen.

Hope this also helps.

Best, Joseph

Mikael Sandberg · Answer

When you enabled the resolution field, did you also add it to the create screen? If you add the resolution field to a screen the field will automatically become required, so the recommendation is that you should only add it to transition screens or set it automatically via post function when moving to a done status.