How to Edit the Resolution of an Issue

Still need help?

The Atlassian Community is here for you.

Ask the community

This article only applies to Atlassian's server products. Learn more about the differences between cloud and server.

Problem

There may be times where the resolution of an issue is incorrectly set and you wish to modify it. This article goes through the steps on how to modify it.

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

  1. The application has somehow got into a state where the issue resolution is not Unresolved, rather it is blank.
  2. Bundled Project Issue Filters are not returning the appropriate results as the JQL is not being matched.
  3. Issues appears as Strike Through on the Activity Stream but not yet resolved or closed.
  4. An issue has a resolution for an issue that is not resolved.
  5. An issue is closed, however it does not have a resolution.
  6. An issue is closed but it still appears on the Assigned to Me.
  7. An issue is closed but it does not reflects on the Issue Summary Open vs Resolved Issue Chart.

For example:

Cause

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

  • A post-function on a workflow that manipulates the resolution.
  • Adding the resolution field to a screen, then using that screen to modify the issue. The resolution will be forced to be entered as per the default System Field Configuration.
  • Adding the Resolution field as required on the default screen
  • Defined a Resolution called Unresolved and associate with the issue itself.

JIRA applications by default will mark an issue as Unresolved when the resolution field does not having any value on it. Similarly, if an issue does not carry any value on the Resolution Field, JIRA applications will see it as not yet resolved.

Workaround

Use the below workaround for the following symptoms in your JIRA applications:

  • The application has somehow got into a state where the issue resolution is not Unresolved, rather it is blank.
  • Bundled Project Issue Filters are not returning the appropriate results as the JQL is not being matched.
  • Issues appears as Strike Through on the Activity Stream but not yet resolved or closed.
  • An issue has a resolution for an issue that is not resolved.

First, remove the Resolution field from all screens except those that resolve the issue, ensuring the resolution field will be available on the Resolve Issue screen. This can be then be fixed in those problematic issues by adding a step to the workflow that will reset the resolution, as below. 

  1. Backup your instance.
  2. Copy the workflow for the affected project.
  3. Add a transition for the affected status(es) called 'Fix Resolution' with the destination as the step it originated from (so it doesn't change the status).
  4. Add the 'Update Issue Field' post-function to that transition, as in the example below:
  5. Make sure the transition has been configured to fire Issue Resolved event to get Resolution Date set properly.
  6. As in our Configuring workflow schemes, add a new workflow scheme and associate the appropriate Issue Types to the new workflow.
  7. Modify the project so that it uses the new workflow.
  8. Using a Bulk Operation to edit those issues using the 'Fix Resolution' transition. This will reset the field to None.
  9. Change the project back to the original workflow.

We also have an improvement request tracked for this under  JRA-1971 - Getting issue details... STATUS .

Use the below workaround for the following symptoms in your JIRA applications:

  • An issue is closed, however it does not have a resolution.
  • An issue is closed but it still appears on the Assigned to Me.
  • An issue is closed but it does not reflects on the Issue Summary Open vs Resolved Issue Chart.
  1. Backup your instance.
  2. Copy the workflow for that project.
  3. Add a transition for the affected status(es) called 'Fix Resolution' with the destination as the step it originated from (so it doesn't change the status).
  4. Add the 'Update Issue Field' post-function to that transition, but this time, instead of setting it to None like the steps above, you should set it to the desired status, 'Fixed' or any resolution.
  5. As in our Configuring workflow schemes, add a new workflow scheme and associate the appropriate Issue Types to the new workflow.
  6. Modify the Project so that it uses the new workflow.
  7. Using a Bulk Operation to edit those issues using the 'Fix Resolution' transition. This will set the field to the selected resolution.
  8. Change the project back to the original workflow.

Alternate Method with Script Runner

This is an alternate method to clear resolutions on tickets

  1. Install the Script Runner add-on
  2. Build a search for all issues that are using the user created unresolved status
  3. Save search as a filter
  4. Use the built-in script to set items in that filter to any available resolution
  5. Remove the unresolved status listed under Administration >> Issues >> Issue Attributes >> Resolutions

Full Script Runner usage instructions: https://jamieechlin.atlassian.net/wiki/display/GRV/Built-In+Scripts#Built-InScripts-BulkFixResolutions

Description There may be times where the resolution of an issue is incorrectly set and you wish to modify it. This article goes through the steps on how to modify it.
Product Jira
Platform Server
Last modified on Nov 1, 2018

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.