Have Two Unresolved Resolution Labels Showing Up

[Sean Cagle]

Hey all,

So I am having an issue with my tickets in regards to resolution. We noticed that some of them are not showing up in our search query for resolution = unresolved, but they are showing up when we do a search query of resolution = "\"Unresolved\"" instead. When looking at each ticket from both versions of unresolved, we see that their text is coming up as Unresolved, with zero quotes or any additional white space. It seems that some of the tickets at random are being sent into the resolution = "\"Unresolved\"" area, which we found strange.

Is there any solution to this currently? I was curious if there was a custom tag that was accidentally created but is sending some of the tickets in that direction.

[Max Foerster - K15t]

Hey Sean,

this should be pretty easy to solve. Head over to the system administration and the resolutions available in the system. Someone added a resolution named "Unresolved" which should be fixed immediately! Jira treats issues as unresolved if no value is present in the field. So right now you have resolved tickets with a resolution "Unresolved". :)

Best, Max

[Hernan Halabi - Elite IT Consulting Group]

I'm going to do some guessing here based on my experience and rather than someone going to the resolutions and adding it, it was added by mistake as part of a CSV import. I've seen that happen a lot so I suggest you check for recent activities related to that to avoid problems again in the future

[Sean Cagle]

Upon going into the system administration and looking into the resolutions, we do not see a resolution named "Unresolved." Any other possible fixes for this problem?

[Hernan Halabi - Elite IT Consulting Group]

Are you still facing the problem even though you don't see that resolution? Send some screenshots if so.

[Vitaliy Denchyk]

Hello! have exactly the same issue!

for some reason I have TWO Resolution statuses in my tickets.
they are Unresolved and "Unresolved".

for example it is looking like this in JIRA card view. seems like all is fine

and i do not have any additional Unresolved Resolutions in my JIRA admin panel. except one that always been there.

so seems like all is fine too.

admin - View Resolutions page:

but still i see TWO resolution filed values when I try to filter by it:

and some of my tickets are being falling off from boards because they had assigned incorrect "Unresolved" resolution instead of Unresolved 

I hope this will help.

looking forward for your replies!

[Vitaliy Denchyk]

this is an old issue so i would probably mention all of you here :)

sorry for that

@Sean Cagle @Hernan Halabi - Elite IT Consulting Group @Max Foerster - K15t 

[Hernan Halabi - Elite IT Consulting Group]

Hello @Vitaliy Denchyk you need to remove the Unresolved resolution listed on the resolutions page.

Unresolved is what jira uses to identify that an issue doesn't have a resolution as such (it would be as the value of the field is empty).  In this case, the Unresolved  you have listed there is a valid resolution option that jira will consider the issue as resolved for all the reports and metrics. Jira doesn't check the name of the option to mark the issue as solved, it would be "just coincidence" that is named the same way than the "lack of value" option I mentioned before.

I hope that clarifies this good enough

[Vitaliy Denchyk]

@Hernan Halabi - Elite IT Consulting Group thank you for quick reply!

it 100% makes makes sense for me now!

it is really similar to NULL in SQL.

and it is not right to put text "NULL" in the cell and expect is to behave as real NULL -  absence of any value!

[Hernan Halabi - Elite IT Consulting Group]

Correct, I suppose you will know what to do next. Ping me if needed