How can we let customer filter the issues by status = Resolved

[Thynn]

In the customer portal view, customers can filter by open requests and closed requests. In the closed requests they can see both closed and resolved tickets. They would like to be able to filter by "resolved" status. 

Could you please help us?

[Boyan Angelov (Nemetschek Bulgaria)]

Hello,

Unfortunately Jira Service Desk portal Requests view is quite limited, so you can check out our app - Advanced Portal Reports, it might help.

Cheers,

Boyan

[PVS]

Hi  @Thynn 

Have you set the resolution for that requests/issues/tickets?

 this filtering is based on the resolution, not the actual status of the issue.   I would recommend checking out the KB Closed Requests Not Appearing In Customer Portal When User Selects (My Requests > Closed Requests).

Issues without a resolution set won't appear as Closed in this kind of filtered view.

[Thynn]

Thanks. The resolution is a mandatory field once we "resolve" an issue. 

The idea is agents will resolve this but clients need to review these resolved tickets and they can either close or move back to progress. In their portal view, they can only see either open or closed requests. ideally we would like them to filter by "resolved" items. If not, these resolved should file under "open" filter.

I tried to add resolution value like "fixed, please verify". But it still goes under "closed requests". We cannot leave the resolution blank either. It's a mandatory field *.

[Thynn]

Ideal workflow is --

1) Issue reported by Client (open)

2) Issue resolved by Agent

3) Clients review the resolved tickets. A filter to view "resolved" items

4) Clients close the tickets (closed) or reopen the ticket (open)

It seems like the client portal is limited in terms of what clients can do.  Could you please advise us on how best to configure this?