The Resolution field in Jira is an important feature because it specifies why a workflow process/ticket was closed or in “Done” status - it is set to a certain value.
But what if a team discovers that there is work that still needs to be done on the task? In most cases, the workflow should allow the ticket to be transferred back to the previous status.
But in Jira Cloud, the problem is that this operation does not automatically zero out the set resolution. As a result, the ticket is back in “Progress”, but the resolution has a value, so Jira assumes the task is “Done.”
This has major implications for business especially if a ticket shows up in reports and evaluations as “Done”, even though it was reopened and in “Progress” …
Is there a workaround or solution to this problem?