Resolved issues appearing in Open issues filters

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Diagnosis

If you find that supposedly "Resolved" issues are appearing in an open issues filter, your customized workflow may not be properly configured.

JIRA regards an "open" issue to be one without a resolution. With a standard JIRA workflow, this means all statuses except Resolved and Closed. When Resolving or Closing an issue, you are presented with a transition screen containing the Resolution field, which you must set to complete that transition. See the default workflow as an example.

It is possible to reconfigure JIRA such that Resolved issues, for example, do not have a resolution. This can happen in two ways:

  • The user creates a custom workflow, and doesn't prompt the user for a Resolution on the resolve screen.
  • The user hides the Resolution field in the field configuration, so it never appears to users.

Resolution

The long-term solution is to fix the workflow to present the Resolution at every transition into a non-open status. If the Resolution field is hidden, it should be made visible.

Existing issues in Resolved or Closed that have no resolution can be fixed by reopening and reclosing with a resolution.

Here is the process, assuming issues in Resolved and Closed statuses without a resolution set:

  1. Do a search for issues in status "Closed", with Resolution "unresolved", which will show affected issues.
  2. On the right, you'll see the text "Bulk Change: all X issue(s)". Open that link twice, eg. the same page in two tabs or two browser windows.
  3. In one page:
    o Click the checkbox to select all issues, and click "Next >>".
    o For Operation, choose "Transition Issues", and then choose "Reopen Issue"
    o Uncheck "Send mail for this update"
    o Click confirm.
  4. Now in the second page (displaying that original set of issues):
    o Click the checkbox to select all issues, and click "Next >>".
    o Operation, choose "Transition Issues", and then choose "Close Issue"
    o Select a resolution (eg. "Fixed").
    o Uncheck "Send mail for this update"
    o Click confirm.

By doing this you have reopened and closed the issues, setting a resolution. The Closed issues should now no longer appear on your dashboard.

Repeat the same process, but selecting "Resolved" issues this time (and transitioning through Reopen and Resolve).

Last modified on Feb 26, 2016

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