Dashboard-Pie Chart - Resolution(Unresolved,EMPTY)

[petr.rihak@uniqa.cz]

Hello, 

The interpretation of the Resolution attribute in the graph for values EMPTY and Unresolved is confusing.

Both JQL:

• project = BHU AND issuetype = "Change Request" AND resolution is EMPTY ORDER BY created DESC
• project = BHU AND issuetype = "Change Request" AND resolution = Unresolved ORDER BY created DESC

has the same result 201 rows.

JIRA replace the EMPTY value with Unresolved in JQL, but it does not do the same in graph interpretation and data export.

Hot to get 58 rows with JQL.

[Mark Segall · Accepted solution]

Hi petr.rihak@uniqa.cz and welcome to the community!  By default a "null" resolution is Unresolved.  So, in this case, you've created a new custom resolution of "Unresolved". Therefore, you're seeing the duplicate branding.  Recommend that you rename your custom "Unresolved" resolution to something else.

[Mika Hotti]

@Mark Segall I have the same kind of problem (DC Jira). We have not created any new resolutions. If I clic Unresolved like in picture above it opens filter and filter ends like resolution is empty.  and in all issues filter shows resolution is Unresolved. And If I click the other unresolved row filter ends like resolution = unresolved. Filters listed same issues in both filters but numbers in pie chart are different. 

[Mika Hotti]

@Mark Segall Answering by my self. I found out that there actually is two different values for resolution. (unresolved) and Unresolved.  Eazybi helped to find that difference. Both values look all the same in Jira. I have no idea how it is possible.   

[Mark Segall]

Hi Mika - This is a common situation I've run into in working with various environments. At some point, someone created a custom resolution called "Unresolved". You are correct that behind the scenes, the correct, native unresolved will be captured as (unresolved). If you Navigate to Settings >> Issues >> Resolutions, you'll see an option called Unresolved. This is the one that was made custom and either can be renamed or deleted because the system unresolved option will not show on that list.

[Mika Hotti]

@Mark Segall Interesting, but not true for us. We have only one  "unresoved", resolution  is written like Unresolved (Default).

We found out that the problem rise at  situation when resolution is changed (workflow post function). When resolution (for example cancelled) changes resolution date appears in date section: Resolved: Yesterday 3:49 PM.  If that issue is reopened and status is changed to in progress, resolution date cleared and resolution value set to unresolved (Workflow post function). Resolution date remains and Resolution is Unresolved but it is written "Unresolved" not (unresolved). In Jira result is like the picture above. Eazybi gives results like below   

[Mark Segall]

Hmm... That still doesn't seem right, but I haven't delved into DC instances in a while. Can you verify

1. That when you navigate to the resolutions page, there is no option called unresolved. The URL would be something like this:
   https://<your-jira-domain>/secure/admin/ViewResolutions.jspa
2. Can you also confirm whether the post function is clearing the resolution field or explicitly setting it to unresolved

If 1 confirms there is no unresolved option and 2 confirms the field is being cleared, this may be an unexpected feature where Jira is providing a mechanism for being able to delineate between truly unresolved and reopened.

[Mika Hotti]

@Mark Segall Thank you for your assistance to sort this out. Problem is solved.

In Jira resolution is empty in the beginning. When value is empty user sees it as unresolved (unresolved). If resolution value is changed for example in post function resolved date appears. And if you want to change the value back to unresolved Resolution value and resolution date should be cleared. 

Our mistake was that when we reopen the issue we put resolution value to unresolved in post function.  Result was that we had two different unresolved values. original: (unresolved) and the other defined in post function: Unresolved. (unresolved) is not equal with Unresolved in resolution field. 

We have one Unresolved resolution in resolution value list. Empty value is not visible in list and that empty is the native unresolved value in Jira. 

[Mark Segall]

Thank you for confirming. I would recommend that you remove the Unresolved value from your resolution list and change the post function(s) to clear the field going forward. This would give you a proper resolution read out. Otherwise, if it's important to recognize active work items that have been reopened that you relabel your custom unresolved resolution type to something like "reopened".