Jira 'Unresolved' resolution inconsistency

[Bill Parlock]

When we create a new Jira ticket we can see the default resolution is Unresolved'. So when we have the JQL: project=myProject AND resolution = Unresolved   that will return our tickets that have been opened but not yet resolved. Which is what we expect.

However, if a ticket is say reopened, and when resolution has to be changed from Done to Unresolved, that ticket does not appear in the above JQL.  It will however appear in the JQL : project=myProject AND resolution = ""Unresolved"". 

I am wondering what the difference is with the Unresolved status. 

[Trudy Claspill · Accepted solution]

Hello @Bill Parlock 

When you initially create an issue and it is unresolved the Resolution field is actually empty. Jira just displays "Unresolved" on the screen. The field doesn't actually contain the literal value "Unresolved".

If the Resolution field contains any actual value, regardless of what the value is, then Jira considers the issue resolved.

So, when you reopen an issue in your workflow Post Functions you need to Clear the Resolution field. Don't set it to the literal "Unresolved" because that results in the field still having a value.

The JQL 

resolution = Unresolved

...is equivalent to ...

resolution IS EMPTY

The JQL 

resolution = "'Unresolved'"

... is asking Jira to return the issues where the Resolution field has the literal value "Unresolved". That is similar to the JQL asking for other specific Resolution values like

resolution = "Done"

resolution = "Canceled"