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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

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

            Rakshith A added a comment -

            Hello,

            Rakshith A added a comment - Hello, Adding link to this atlassian kb page for reference https://confluence.atlassian.com/jirakb/known-problems-with-viewing-requests-on-the-customer-portal-1108688860.html It mentions ways you can solve/workaround if you facing  issue - Open requests appearing under the Closed Requests filter

            rameshnagul added a comment - - edited

            Cmon Atlassian, What gives? How can this ticket be not resolved for over 7 years? We have customers complaining, almost upset that their requests are showing up in the Closed Requests. On top of that, we cannot change the resolution value to meet your filter criteria.

            rameshnagul added a comment - - edited Cmon Atlassian, What gives? How can this ticket be not resolved for over 7 years? We have customers complaining, almost upset that their requests are showing up in the Closed Requests. On top of that, we cannot change the resolution value to meet your filter criteria.

            Amal Edirisinghe added a comment -

            This must be in Jira customer portal. Otherwise confuse the customers. They are complaining why these really open issues in Close issues. Vice versa.  

            Amal Edirisinghe added a comment - This must be in Jira customer portal. Otherwise confuse the customers. They are complaining why these really open issues in Close issues. Vice versa.  

            Vasavi Nagalla added a comment -

            Agree, same with us, this is confusing to customers and our team internally who are used to Status. It is not necessary that we use Resolution field. Appreciate if this can be addressed.

            Vasavi Nagalla added a comment - Agree, same with us, this is confusing to customers and our team internally who are used to Status. It is not necessary that we use Resolution field. Appreciate if this can be addressed.

            Reshma Pendse added a comment -

            4 years and yet no change!

            Reshma Pendse added a comment - 4 years and yet no change!

            Reshma Pendse added a comment -

            This is a bug. We allow users to close an issue, and they can still view those issues in the Open filter.

            Reshma Pendse added a comment - This is a bug. We allow users to close an issue, and they can still view those issues in the Open filter.

            René Illner added a comment -

            We have the same requirement. Resolved issues needs to be confirmed by the customers before they can be closed. So the customers needs to see them also in their "Open requests"-View in the customer portal. Another possibility would be to bind the Status-Category "Done" with the "Closed requests"-View instead of specific status.

            René Illner added a comment - We have the same requirement. Resolved issues needs to be confirmed by the customers before they can be closed. So the customers needs to see them also in their "Open requests"-View in the customer portal. Another possibility would be to bind the Status-Category "Done" with the "Closed requests"-View instead of specific status.

            Erwin Ilgun added a comment -

            This shouldn't be a suggetion but a bug. The resolution holds no value what so ever for SD customers. Furthermore, SD displays translations of the project statuses to customers. You are absolutely right to state that a status should be used to distinguish open from closed SD tickets.

            Erwin Ilgun added a comment - This shouldn't be a suggetion but a bug. The resolution holds no value what so ever for SD customers. Furthermore, SD displays translations of the project statuses to customers. You are absolutely right to state that a status should be used to distinguish open from closed SD tickets.

              Unassigned Unassigned
              ywoo Yit Wei
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                Created:
                Updated: