When I submit a problem, I am looking for a fix, not an explanation. Changing a request to done and resolved, when you acknowledged there is a problem and it is not fixed, is an exercise in redefining the words.
Resolutuion and status categories seem to be: OPEN, CLOSED, REOPENED, DONE, and RESOLVED. Telling me that the problem is known and is being worked on is not a fix; therefore, the problem is not resolved, nor is it done. Consider categories for KNOWN ISSUE, being worked, REFERRED to other department, PENDING RESPONSE from other department, and CLOSED WITHOUT RESOLUTION.
Yes, I believe the JIRA folks will not see this post. But, where else should this be posted?