Ticket strike-through but resolution is not set

[Troy Riley]

Hello Everyone!  When opening a general story ticket, the ticket number has a strike-through, example SS-1234, unless the ticket is part of an EPIC.  It doesn't matter if the ticket is in the backlog or anywhere in the work process.  We are using JIRA Cloud and appreciate any suggestions!

[John Funk]

Hi Troy,

Check the history of one of the issues to see if there is a clue there what is going on - for example the Resolution getting set. 

Make sure the Resolution field is not on the Create screen. 

[Robert DaSilva]

Hi @Troy Riley , welcome to the Community!

Does this happen in a specific project, every single time you open an issue? Are there any set of circumstances where the ticket number does NOT show as struck-through?

As far as I know, the strikethrough will only happen when a resolution is set on an issue. Something I've seen time and time again is a resolution of "None" existing, and this being set on issues instead of the empty value of "unresolved".

If you have time, I would double-check two things:

1. Check your Resolutions list for any resolution entries titled "Unresolved", "None", or otherwise. These should be removed as they can cause confusion, as any value in the resolutions field implies the resolution is set to something specific, and the ticket is done.
2. Check the workflow for the project or issue you're noticing this behaviour in, and determine if the "Create" transition has any post-functions to set the resolution field. This might cause issues showing the strikethrough right away from issue creation.

Cheers,

Robert

[Troy Riley]

Hi Robert, I have maybe 10 different project boards... using the same workflow.  Our main Kanban board is the one causing the issue.  I'll go through what you mentioned above.  Thanks for the quick response.  Cheers, Troy