Details
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Suggestion
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Resolution: Duplicate
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0
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2
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Description
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
At the moment, Open/Closed requests in the Customer Portal is determined by the Resolution.
If a request has a resolution, it will be in Closed requests. If it doesn't have a resolution, it will be in Open requests. The status of request will not matter.
In certain situations, it would be better if the Open/Closed requests will look at the Status of the request, instead of the resolution.
For example, an agent will propose a resolution for the request (by setting a resolution) but will still need confirmation from the user. Only when the user agrees and transition the request to Closed should the request be considered closed and appear in Closed requests
Attachments
Issue Links
- is cloned from
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JSDCLOUD-1327 Use Status to determine Open/Close requests
- Gathering Interest
- is duplicated by
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JSDCLOUD-1327 Use Status to determine Open/Close requests
- Gathering Interest
- is related to
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JSDSERVER-3254 Resolved issues are visible in customer portal in 'Closed requests'
- Gathering Interest