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  1. Jira Service Management Data Center
  2. JSDSERVER-1327

Use Status to determine Open/Close requests

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • Customer Portal
    • 2
    • 9
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? 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

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            [JSDSERVER-1327] Use Status to determine Open/Close requests

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              Unassigned Unassigned
              ywoo Yit Wei
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                Created:
                Updated: