Completed Change Requests showing up as Open Requests in Portal

[Keith Jones]

We use the Change issue type in JSM, but noticed that the items marked as Completed are still showing up on the Open Request view for customers in the portal. The Completed status is set to the Done status category and is the last step in the workflow. So what drives the Open Requests? Is it tied to a Resolution (not used in our Change request)?

[Mikael Sandberg · Accepted solution]

Yes, it is the resolution that controls if the issue is shown as open or closed. You can find more information about the resolution here, Best practices on using the "Resolution" field.

I would recommend that you set the resolution on changes as part of your workflow, just add a post function on the transition that moves it to done.