My guess would be that an inexperienced admin has put the resolution field on the create issue screen.
You need to get it removed as soon as possible - whenever it is used on an "edit" activity (create, edit or transition), it will be defaulted and filled, hence making the issue resolved! Any value in that field means "the issue is resolved", whatever the value is.
Hello @Annette Pomponi
The short answer is yes. When the field contains any value, JIRA will consider the issue Resolved and show that strikethrough. The value should get set only during transitions to you "done/closed" statuses. If you are working with a Company Managed project, you will also want to check that any transitions from a "done/closed" status to a not-"done/closed" status also include clearing the Resolution field.
Good afternoon, One more question on this topic, Is it acceptable that I can allow the user to select the resolution on a Cancelled status? At this point the issue has reached the end of it's lifecycle and they want to be able to select from the resolution picklist why it's being cancelled. Sorry for the beginner questions I've started going through these videos but I want to get this resolved ASAP.
Is the Cancelled status a member of the Done Status Category? It probably is, in which case it is appropriate to set the Resolution value.
Transitions to any status that is a member of the Done Status Category are the points at which it is appropriate to specify a Resolution value.
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