Can you please check if filtered requests are shown right?

[Benjamin Buchwald]

Hello everyone,

A customer has reported to me that the filter function in the portal is not working correctly.
When filtering for open tickets, for example, closed tickets are also displayed.
Can you check whether this is a bug or an operating problem?

Best regards,
Benjamin

[John Funk]

Hi Benjamin,

Queues for Jira Service Management tend to get created using the Resolution field as the check for whether the ticket is still open or not (resolution = Unresolved). But that assumes the Resolution field is getting set in the workflow when the ticket is moved to a Done category status like Closed, Done, Completed, etc. But, the workflows don't add that by default when those category of status are added to the workflow. That is something that needs to manually be added. 

In the short term, you can modify the query/filter for the queue to use: statusCategory != Done instead of the using the Resolution field. That should show what you want. 

But you should also update your workflows to set the Resolution field on the Transition to Done category statuses. 

[Benjamin Buchwald]

Hello John,

Thank you very much. I will try your suggestion. If I have any problems, I will get back to you.

Kind regards,

Benjamin

[Mikael Sandberg]

One thing to check is to see if the Resolution field is set on the tickets that are in the Closed status. 

[Nikola Perisic]

Hi @Benjamin Buchwald 

From my side, it behaves as expected. When did you notice for this to happen? Also, has the user tried with clearing the cache and incognito mode?

[Benjamin Buchwald]

Hi Nikola,

I've noticed the behavior for a while, but it came from the customer last week.

Yes, the browser cache has already been cleared. The incognito mode doesn't help either.

Best regards,

Benjamin