I expect the problem is that an inexperienced administrator has placed the "resolution" field on the "edit" screen for the issue type.
You'll need to get that removed to prevent any further issues being broken, then we can look at fixing the issues that have been broken.
Resolution should only ever be placed on transition screens. Never on edit.
Thank you Nic. that would be it.
The reason for placing the resolution field on the edit screen is that if we reopen a resolved case the case still shows as resolved and is not visible when using a show only unresolved cases by placing it on the edit screen it allows the resolution to be visible and changed easily.
>if we reopen a resolved case the case still shows as resolved
Your admin should place a post-function for "clear resolution" or "set resolution to <none>" on the re-open transition.
The resolution field is intended to capture a resolution when you resolve an issue. Because JIRA relies heavily on the resolution, it doesn't want to rely on the users to do it every time, so it uses a default in case the user forgets. That behaviour occurs on the edit screen, so you resolve issues just by editing them if the resolution is there.
It's a hangover from JIRA 1, vastly flawed, and my opinion is that "resolution filled = resolved" should have been sacked off in favour of perspective dependent meta-status years ago. But that's another essay.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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