JIRA Issue showing as resolved

[Tori Krueger]

Hello,

One of our end users is running into an issue in that when she creates a JIRA issue (ticket), it automatically marks it as resolved when it is not.  What could be causing this to occur?  

Thanks

[Michael Hodgson · Accepted solution]

Hi Tori, 

You may have already checked, but do you have any automation rules running that may have picked this up? Potentially on certain criteria for this particular user/organisation, or criteria, that they are using specifically when raising the ticket?

I'd be interested to see, if you can see the ticket history - does this show 'who' resolved the ticket? As if it is automation, it may either be set to the triggering user, a particular user who created an automation rule, or even "automation by Jira".

Worth something to rule out if you haven't already.

[Nic Brough -Adaptavist- · Accepted solution]

The usual problem here is that an inexperienced admin has put the resolution field on the create screen.  So you end up creating resolved issues.

Could you check if the resolution is asked for when you create an issue of that type in the project?

[Vikrant Yadav]

Hi @Tori Krueger  you can check workflow post function there might be resolution Set to Resolved.