-
Suggestion
-
Resolution: Unresolved
-
None
-
3
-
2
-
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
At the moment, every Issue with the Resolution populated will be reconized as completed and hidden from the "Current requests" screen in the Customer Portal. However, it should be possible to allow the Reporter to accept a ticket in the Resolved state before closing it off completely.
This function is very important for many users. I think it would be best to add an option to define a Status that should be considered "resolved", so that the Reporter user can accept or refuse the solution (similarly to the definition of a "Done" state in an Agile board).
- relates to
-
- Closed
-
- Closed
-
- Gathering Interest
-
- Gathering Interest
- links to
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-53] As an admin I want to allow Reporters to accept a resolved request before closing it
Larry Brock
added a comment - I find it frustrating that Atlassian has added this feature to their own "support.atlassian.com" service desk running JSD v2.0.2 but it's not in subsequent JSD releases up to v2.0.4 (version I'm running). Can someone from the mothership comment on when this existing feature will become part of the released product? Thank you!
Larry Brock
added a comment - I find it frustrating that Atlassian has added this feature to their own "support.atlassian.com" service desk running JSD v2.0.2 but it's not in subsequent JSD releases up to v2.0.4 (version I'm running). Can someone from the mothership comment on when this existing feature will become part of the released product? Thank you! 
Reinier Teding van Berkhout [Mirabeau.nl]
added a comment - Please let's not forget that customers also need to be able to reopen an issue when they can not accept the solution that is given to them.
And a nice feature would be that if a issue is place in the status "resolved" and a customer does not close (or reopens) the issue within x days/hours that the status can be automaticly moved to a "pending resolved" status. And later after x days/hours that the status is automaticly moved from "pending resolved" to the status "closed" (with a automatic comment added [pre filled somewhere]).
Reinier Teding van Berkhout [Mirabeau.nl]
added a comment - Please let's not forget that customers also need to be able to reopen an issue when they can not accept the solution that is given to them.
And a nice feature would be that if a issue is place in the status "resolved" and a customer does not close (or reopens) the issue within x days/hours that the status can be automaticly moved to a "pending resolved" status. And later after x days/hours that the status is automaticly moved from "pending resolved" to the status "closed" (with a automatic comment added [pre filled somewhere] ). We would like the customer portal to include buttons to accept and reject Service Desk tickets and present different fields/screens to the customers when service desk tickets are in different states. This would allow us to make the most of the JIRA workflows and get the feedback required from our customers.
Better / Workaround: In order to avoid the NEED to have reporters give an approved, we created a workflow stage for "Pending Resolved" and a JIRA Automation rule to transition to "Closed" if the issue had not been updated in 8 hours (SLA time).
Perhaps whether an issue is "resolved" could be set by the status category? If the category is 'completed' (GREEN), then the issue should be hidden in the 'current issues' list / hidden for the customer portal?
Totally agree with the last comment, can we have some visibility on when this will be part of JSD, all we know now is that is has a status "To Do".