Hi. I have noticed that sometimes, when a JSD ticket's status changes, its Resolution changes form "Unresolved" to "Done" in error. So far I've not been able to pin down an exact sequence of events that makes it happen.
This will be something you've got configured in your system
Start with a look at your history - is the change of resolution grouped with the status change, or is it separate? (If it is separate, then the users making the two changes may be different and that might give you a good lead)
The reasons this might happen are:
A look at the history for the change should rule some of these out though.
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