Details
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Suggestion
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Resolution: Unresolved
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None
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None
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2
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3
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Description
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
Attachments
Issue Links
- relates to
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JSDCLOUD-1327 Use Status to determine Open/Close requests
- Gathering Interest
- was cloned as
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JSDSERVER-3253 Resolved issues are visible in customer portal in 'Closed requests'
- Closed
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JSDSERVER-3254 Resolved issues are visible in customer portal in 'Closed requests'
- Gathering Interest