An inexperienced admin has made the mistake of putting the resolution field on the create and/or edit screen for this issue type in this project.
Jira considers the resolution field as the flag for "done". If it has value, any value, even ones like "not resolved", "unresolved", "not done" ,"needs more work" - they all tell Jira the issue is resolved.
You need to get rid of the resolution field on the create screen. It should only ever appear in the screen popped up when a person moves an issue from a "not done" status to "closed" (or other "end of the line" status)
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