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  1. Jira Service Management Data Center
  2. JSDSERVER-3253

Resolved issues are visible in customer portal in 'Closed requests'

    • Icon: Suggestion Suggestion
    • Resolution: Obsolete
    • None
    • Customer Portal
    • None
    • 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

          Form Name

            [JSDSERVER-3253] Resolved issues are visible in customer portal in 'Closed requests'

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011865 ] New: JAC Suggestion Workflow 3 [ 3649462 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665335 ] New: JAC Suggestion Workflow [ 3011865 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2325803 ] New: Confluence Workflow - Public Facing v4 [ 2665335 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2053746 ] New: JSD Suggestion Workflow - TEMP [ 2325803 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048952 ] New: JSD Suggestion Workflow [ 2053746 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1280510 ] New: JSD Suggestion Workflow - TEMP [ 2048952 ]
            jonah (Inactive) made changes -
            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*
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-3253 [ JSDCLOUD-3253 ]
            Marty (Inactive) made changes -
            Component/s New: Customer Portal [ 26191 ]
            Component/s Original: Workflow [ 38696 ]
            Owen made changes -
            Workflow Original: TTT: Simple Issue Tracking Workflow [ 1125345 ] New: JSD Suggestion Workflow [ 1280510 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]

              Unassigned Unassigned
              c907f1b13624 René Illner
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                Created:
                Updated:
                Resolved: