Edit Resolutions in Closed Jira Cloud Issues

Summary

Modify incorrect issue resolutions with these steps.

Solution

Identify tickets with blank or empty resolution

One or more of the following has occurred in your Jira applications:

• The application has somehow got into a state where the issue resolution is not Unresolved, but rather it is blank.

• Bundled Project Issue Filters are not returning the appropriate results, as the JQL is not being matched.

• Issues appear with Strike Through on the Activity Stream, but are not yet resolved or closed.

• An issue has a resolution, but the issue is not resolved.

• An issue is in the closed or done status but does not have a resolution value set.

• An issue is closed/done, but it still appears on the Assigned to Me filter.

• An issue is closed/done, but it does not reflect on the Issue Summary Open vs Resolved Issue Chart.

NOTE: If you have issues under this scenario and would like to find all issues under the same condition, you can do so using the JQL search below:

Why are Resolved Jira Tickets Missing Resolutions?

This is known to be caused by any of the following:

• The transition leading to the Closed status is either missing a post-function to set the resolution field, or it is configured with a post-function that sets the resolution field to an incorrect value.

• A resolution was added to a screen, which was then used to edit the issue. The resolution will be set to the default Resolution value per the System Field Configuration.

• Resolution was set as required on the default issue screen.

• A Resolution called Unresolved was manually created and associated with the issue.

Jira applications, by default, mark an issue as Unresolved when the resolution field does not contain a value. Conversely, if the resolution field does not contain a value, Jira applications will see it as not yet resolved.

Set the resolution after the issue is closed

1. Identify the name of the workflow used by the Jira issue(s) for which you need to fix the resolution:

   1. Open one of the affected Jira issues in the Issue View, and select the View workflow link.

   2. Take note of the name of the workflow.

2. Create a temporary workflow with a transition that will set the resolution field to the expected resolution value:

   1. Go back to the page ⚙ > Issues > Workflows.

   2. Find the workflow identified in Step 1, and select Copy.

   3. Locate the newly created copy and click on the Edit button next to it. This copy will be a temporary workflow that we will edit and use to fix the issue resolution field.

   4. Switch to the diagram view, then select Add a transition.

   5. Let's call this transition 'Fix Resolution ' and set the From and To status to the same workflow status (the status in which the Jira issues with the incorrect resolution field are currently).

   6. After you add the transition, you should see it in the diagram view, leaving and entering the same status.

   7. Select Post Functions, and then select Add post function.

   8. Add the Update issue field post function.

   9. Set the Resolution field to the desired value. For example, 'Fixed', or any other pre-existing resolution.

   10. Publish the workflow.

   11. Go to ⚙ > Issues > Workflow Schemes, and find the workflow scheme associated with the issue type for which you wish to fix the resolution.

   12. As explained in the documentation Configuring workflow schemes (Cloud) / Configuring workflow schemes (DC), associate the Issue Types to the new temporary workflow that we created and updated.

3. Fix the affected issues using the new workflow we just created.

   1. Open any impacted issue in the Jira issue view, and then transition it using the 'Fix Resolution' transition. This will reset the field to the desired resolution for all these issues.

   2. Alternatively, you can use a Bulk Operations (Cloud) / Bulk Operation (DC) to edit all the impacted issues and transition them using the 'Fix Resolution' transition. This will reset the field to the desired resolution for all these issues.

4. After that, make sure to go back to ⚙ > Issues > Workflow Schemes and update the scheme so that the issue type is again associated with the original workflow.