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Suggestion
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Resolution: Obsolete
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None
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None
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
- is cloned from
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JSDSERVER-1327 Use Status to determine Open/Close requests
- Gathering Interest
- relates to
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JSDCLOUD-3253 Resolved issues are visible in customer portal in 'Closed requests'
- Closed
Form Name |
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[JSDSERVER-3253] Resolved issues are visible in customer portal in 'Closed requests'
Workflow | Original: JAC Suggestion Workflow [ 3011865 ] | New: JAC Suggestion Workflow 3 [ 3649462 ] |
Status | Original: RESOLVED [ 5 ] | New: Closed [ 6 ] |
Workflow | Original: Confluence Workflow - Public Facing v4 [ 2665335 ] | New: JAC Suggestion Workflow [ 3011865 ] |
Workflow | Original: JSD Suggestion Workflow - TEMP [ 2325803 ] | New: Confluence Workflow - Public Facing v4 [ 2665335 ] |
Status | Original: Closed [ 6 ] | New: Resolved [ 5 ] |
Workflow | Original: JSD Suggestion Workflow [ 2053746 ] | New: JSD Suggestion Workflow - TEMP [ 2325803 ] |
Workflow | Original: JSD Suggestion Workflow - TEMP [ 2048952 ] | New: JSD Suggestion Workflow [ 2053746 ] |
Workflow | Original: JSD Suggestion Workflow [ 1280510 ] | New: JSD Suggestion Workflow - TEMP [ 2048952 ] |
Description |
Original:
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* |
New:
{panel:bgColor=#e7f4fa} *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-3253]. {panel} 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* |
Link |
New:
This issue relates to |
Component/s | New: Customer Portal [ 26191 ] | |
Component/s | Original: Workflow [ 38696 ] |
Workflow | Original: TTT: Simple Issue Tracking Workflow [ 1125345 ] | New: JSD Suggestion Workflow [ 1280510 ] |
Status | Original: Done [ 10044 ] | New: Closed [ 6 ] |