JIRAs with Resolution set to "Unresolved" display with strikethrough indicating it is resolved

Question

We have many tickets within JIRA with Resolution set to "Unresolved" but are displayed with the strike through text indicating they are resolved/closed/finished etc. Some other tickets with Resolution set to "Unresolved" do not display the strikethrough.

I understand that this is due to the Resolution value <> NULL however once the resolution has been defined as "Unresolved" and not NULL , how can this be fixed as the interface does not allow the removal of the Unresolved text.

How can we fix this?

Alexander Hohmann · Answer

Just shooting in the dark here, but could there be a confusion btween 'Done' and 'Resolved'? Meaning that some issues would be Done but not Resolved, or the other way round? Perhaps a look at the workflow could be interesting.

Trudy P Claspill · Answer

Hello @Michael Cox

Welcome to the Atlassian community.

Can you provide screen images that show the Status/Resolution info that displays above the Details panel for an issue that is "unresolved" and shows up with a strikethrough, and one that is "unresolved" and shows up with no strikethrough?

I suspect that what happened in a Jira Product Administrator value added as a Resolution value the literal text "Unresolved", and people have selected that value as the Resolution for issues. Such issues would indeed appear with a strikethrough as having any value at all in the Resolution field will cause Jira to consider the issue "resolved", regardless of the text of the value.

If this is the case, you'll see a green checkmark next to the text "Unresolved" when looking at the Status/Resolution in the issue view.

If the Resolution field is truly empty you will see no checkmark and no text.

If a Jira Admin has also added the Resolution field to a Workflow Transition screen, a Create Issue Screen, or a View/Edit screen, that will also force the user to select a value for Resolution. The Resolution field cannot be left empty when it is added to a screen. For that reason it should only be added to Transition screen where to Transition is going to a "done" type of status.

One way to solve the problem you currently have is to use a Post Function in a workflow transition to clear the Resolution field, and move the issues through that transition. You could make that a self-reflecting transition, from the current status to the same status, so that the status value doesn't actually change.

However, even with that method of clearing the Resolution field you need to find the root cause for how it has been getting set and address that.