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

[Nir Malchy]

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!

[Ravi Sagar _Sparxsys_]

Hi @Nir Malchy 

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

Ravi

[Nic Brough -Adaptavist-]

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

[Nir Malchy]

Thank you for asking @Nic Brough -Adaptavist- 

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

[Nic Brough -Adaptavist-]

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?

[Nir Malchy]

Ni @Nic Brough -Adaptavist- and @Ravi Sagar _Sparxsys_ 

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:

https://www.loom.com/share/6b6cadbe0b0e40d4a79c370a35d30e41

I hope that helps!

Thanks again!

[Nic Brough -Adaptavist-]

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.