Thank you for reaching out.
The "Not set" label you are seeing there is related to the Resolution field of the issue, which is incorrectly configured in your open issue. Allow me to further explain it:
The resolution field is a different type of field. Basically, it works in a boolean syntax with JIRA issues which are Set and Not set, although you can configure multiple different values when it is set (Resolved, canceled, etc).
Differently from status, the resolution field should only be set when the issue is transitioned to the final status in your workflow. In all previous status, it should not be configured with any values, so you should not add the resolution field to any screens but the final one in your workflow.
The problem happening in your site is:
1 - Someone configured your workflow create screen with the resolution field
2 - Someone created a valid resolution value called "Not set". That is, the resolution is set with the value "Not set" and will be considered closed by JIRA. That is why it have that green check mark in the issue view.
Both incorrect steps above will cause your system fields and report to consider that issues as resolved, not displaying the correct information for that.
To fix it, you will need to follow two steps:
1 - To avoid new issues from being configured with the resolution before they are done:
- Navigate to your project > Project Settings > Screens > Remove the resolution field from the create and edit screens
- Navigate to your project > Project Settings > Workflows > Edit > On diagram mode, check if the transition that goes to your final status is configured with a screen containing the Resolution field or a post-function that will automatically set it.
P.S: By default, the final transition of any system workflow is configured with a post function that adds the resolution. Just check if it was not removed.
2 - For clear the resolution field from your current open issues:
Follow the steps in the documentation below:
Let me know if you still have any questions.
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