New issues are being created with the resolved date set

Gary McDermott March 26, 2024

I have followed these steps however the problem still exists

 

https://confluence.atlassian.com/jirakb/new-issues-are-being-created-with-the-resolved-date-set-1167727536.html

All issues are now showing as complete where as they are mid sprint/in progress

 

Not sure how to resolve this.

 

Seeking some help please

 

Screenshot 2024-03-27 at 5.01.39 pm.pngScreenshot 2024-03-27 at 5.01.47 pm.png

1 answer

0 votes
John Funk
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 26, 2024

Hi Gary,

Check to see if the Resolution field is on the Create screen. If so, remove it. 

Gary McDermott March 27, 2024

Hi @John Funk 

Assuming you mean make sure its not here? Can confirm not there 

 

Screenshot 2024-03-28 at 3.19.21 pm.pngScreenshot 2024-03-28 at 3.19.30 pm.png

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 28, 2024

And you are positive that is the only screen used in your project? Can you post a screenshot of the Issue Type Screen Scheme used on the project? 

Gary McDermott April 1, 2024

@John Funk please see attached. i have de-selected it from view field config screen for all projects toScreenshot 2024-04-02 at 4.09.36 pm.pngScreenshot 2024-04-02 at 4.09.45 pm.pngScreenshot 2024-04-02 at 4.10.00 pm.png

Gary McDermott April 1, 2024

For added context, i have a workflow for service desk, this is for other people of non project access to create/raise tickets, this follow a slightly different journey than the 'working board' scrum workflow which is shared across all projects. I have not been able to identify a common theme as to why these tickets are marking themselves as resolved but its proving to be a real issue as people are now reporting that tickets they have created on service desk are no longer able to see the tickets in their queue but can manually go to the ticket 

 

Screenshot 2024-04-02 at 5.15.10 pm.pngScreenshot 2024-04-02 at 5.15.21 pm.png

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 3, 2024

So when you look at the history of the issue, who does it say Resolved the ticket? 

Gary McDermott April 3, 2024

as soon as a ticket is created, its updating and marking itself as resolved automatically, time time shows thatScreenshot 2024-04-04 at 9.29.44 am.png

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 3, 2024

That's weird because I don't see an entry for the Resolution getting set. What is the value that gets put in the Resolution field? 

This behavior with it not being in the history tends to lend itself to the the Resolution field being on the Create screen. 

Can you share the details of the Request Fulfillment Screen Scheme?

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