Why is there a strikethrough on a To Do ticket with unresolved status ?

[Kajsa Nilsson]

Why is there a strikethrough on a To Do ticket with unresolved status ?

[John Funk]

Hi Kajsa - Welcome to the Atlassian Community!

It sounds like to me that there was a post function (or other method) used to set the Resolution field to a value when it was completed (marked Done or other similar status). And then the issue was reopened moving from the Done category of status to the To Do status. However, there was probably not a post function on that transition to clear the Resolution field. 

If you look at the history of the issue, you will probably find that something like that took place. 

You need to update the workflow to clear the Resolution field when the issue is moved out of the status where the Resolution field was set. 

For the current issue, you will need to add a self looping transition to the To Do status (the transition goes from To Do back to itself (To Do status)). In that transition, set a condition that only administrators can execute the status. Then also add a post function to clear the Resolution field. 

Save and publish the workflow. Then on the issue, you should be able to execute the new looping transition to clear the Resolution field. 

Afterwards, you can edit the workflow and remove that looping transition if you like because it should not be needed again if you put the other post function in place. However, you might want to check if any other issues have the same thing going on. Try this filter/query:

Project = ABC and Resolution is not Empty and statusCategory != Done

[Rilwan Ahmed]

Hi @Kajsa Nilsson ,

Welcome to the community !!

Can you please share the screenshot of the ticket and also let me know where you are seeing the strikethrough ?