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  1. Jira Service Management Data Center
  2. JSDSERVER-5485

Open Request and Closed Request count is "0" in 'Customers' page when Resolution field is hidden

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    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Low Low
    • None
    • 3.8.1, 3.9.1, 3.10.0, 4.6.0
    • Customer Portal

      Issue Summary
      • Open and Closed issue count is "0" in 'Customers' option when Resolution field is hidden
      Steps to Reproduce
      1. Go to Project Settings of a Service Desk project.
      2. In the field configuration set the field Resolution as hidden.
      3. Go to Re-Indexing and perform a 'Background re-index'
      4. Go back to the Project, and select the option 'Customers'
      Expected Behavior
      • You can see the Open and Closed count of all users.
      • The requests are showing correctly in the filter result when customer filters the requests to show Open requests, Closed requests and Any status.
      Actual Behavior
      • The Open and Closed request appear as 0:
      • The request only appears when the Any status filter is used, it doesn't show in the result for Open requests or Closed requests.
      Workaround
      • Not to hide the resolution field
      Notes:

        1. hide-resolution-field.png
          102 kB
          Martin Ma
        2. screenshot-1.png
          56 kB
          Rene C. [Atlassian Support]

            [JSDSERVER-5485] Open Request and Closed Request count is "0" in 'Customers' page when Resolution field is hidden

            Renata Dornelas made changes -
            Remote Link Original: This issue links to "Page (Atlassian Documentation)" [ 530878 ]
            Marc Dacanay made changes -
            Labels Original: cqt non-warranty New: cqt non-warranty ril
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 955040 ]
            SET Analytics Bot made changes -
            Support reference count Original: 6 New: 7
            SET Analytics Bot made changes -
            UIS Original: 0 New: 2
            SET Analytics Bot made changes -
            UIS Original: 2 New: 0
            SET Analytics Bot made changes -
            UIS Original: 4 New: 2
            SET Analytics Bot made changes -
            UIS Original: 1 New: 4
            SET Analytics Bot made changes -
            Support reference count Original: 5 New: 6
            SET Analytics Bot made changes -
            UIS Original: 2 New: 1

              Unassigned Unassigned
              rchiquete Rene C. [Atlassian Support]
              Affected customers:
              0 This affects my team
              Watchers:
              4 Start watching this issue

                Created:
                Updated: