Unresolved issue marked as resolved (appears strike off)

[Shini Alex]

Hi Team,

The story which are not yet picked in the sprint are appearing as resolved or is striked off? what could be the reason for this? how do we resolve it?

Regards,

Shini

[Nic Brough -Adaptavist-]

Someone has (accidentally) set the resolution.

The most common cause of this is that an admin has put the resolution field on an edit screen and then someone has clicked "edit".  Resolution is pre-filled on edit, so when they saved their change, they inadvertently set it.  If this is the case, remove the field from the screen as a matter of urgency.

The next most common ones are:

• Check that the resolution field in the issue view says Unresolved (in italics) to rule out another problem
• The issue went through the workflow, but the workflow was not configured to clear the resolution

In all cases, check the issue history to find out what has happened.

[Shini Alex]

Thanks Nic. We have now removed the resolution field in the default screen. However we are not able to undo the strike off , inspite of changing the resolution status to incomplete.

Regards,

Shini

[Nic Brough -Adaptavist-]

Yes, that's good, it should stop more of these incidents happening.

I didn't want to ramble about fixing the existing issues until we knew what the root cause is, as there's all sorts of things it might be, with different fixes.

The most simple approach is to check where your workflow clears the resolution and quickly cycle through the workflow until the issue has gone through it.  (outside the sprint, of course).

If that's not possible, or you have lots of them to do, you could use the "clear faulty resolution" script included in the Script Runner addon, or edit the workflow to add a transition that does not change the status, and has a "post-function" that clears the resolution, and use bulk-edit to push many issues through it.

You might want to consider removing "incomplete" as well (unless you really do mean "we did not finish that, and we are not going to").  The text of a resolution value is totally irrelevant, all that matters is that the field has data in it.  An issue is resolved if it has a resolution, whatever that resolution is called, and the resolution being set really does mean "we will not do any more work on this"

(Please, try not to say "resolution status".  Resolution is a field, Status is an indicator of position in a workflow - they are totally separate things in JIRA and a lot of new JIRA admins have made a mess of things because someone has said "resolution status" to them)