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Ok, this is not an uncommon mistake for inexperienced admins. There's a history, I won't bore you with, but the tech side is:
When the resolution field is put on any "update" type screen, there is no option for (none unresolved empty, whatever you want to call "unresolved"). Update-type screens are the create screen, the edit screen, and the transition screens. This means the user has to set a resolution. And any value of the resolution (including any called anything like "incomplete", "not done", "still needs work" or even "unresolved") means the issue is resolved.
So, my guess is that an admin has mistakenly put the resolution field on your create screen, and possibly edit.
So, first, remove the field from create and edit. You should probably check all the screens.
Then edit your workflows. You want
- For any transition going into an end status (done and cancelled for you)
- A transition screen with the resolution field on it
- A post-function that sets the resolution
- Never both (the post-function will destroy what the user selects)
- For any transition out of an end status (Some people will put it on all transitions that go to to-do or in-progress status - that can help you clear up your data when it's gone wrong like this)
- A post function that clears the resolution (use "field update -> resolution -> none")
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