Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Why are tickets created with a resolution code 'DONE'?



Greetings, my fellow Jira users.

Lately, tickets are created via the portal or directly in ira, are created with a "Resolution Code" 'DONE.' I am not sure if this is a bug, but it never happened before. This obviously throws off any queue that is set to find 'Unresolved' tickets.


Any insight here?

Thank you!


2 answers

1 vote
Ravi Sagar Community Leader Nov 10, 2020

Hi @Nir Malchy 

Check if you have any automation rule and also check the post function in your workflow.


0 votes

Have you put the resolution field on the "create issue" screen?

Thank you for asking @Nic Brough _Adaptavist_ 

I have not. The "create issue" screen does not include the 'resolution' field.

Ok, that's the most common culprit behind this behaviour, worth ruling out before going into a load more detail.

If the resolution is not being set because it is on the create screen, then it must be being set by something else.  The next most likely culprits are a post-function, automation or listener doing it, and there are some other things too.

To narrow it down a bit more, could you create a new issue, give it 30 seconds and then look at its "history" tab - does that show a change of resolution?

Ni @Nic Brough _Adaptavist_ and @Ravi Sagar 


Thank you for your help.

I made a quick video on what happens when I create a new issue.

The 'Resolution' field is not there until I click 'Create', and then it 'pops' into the form. How strange...


I made a quick video for you:


I hope that helps!

Thanks again!

So, you do have the resolution field on-screen.

I wouldn't worry about the "pops on screen", it will go away when you remove the resolution from the create screen - you need rid of it.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

254 views 1 2
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you