JSM customer portal: open requests

[Francesco Carullo MMS]

Hi,

what's the meaning of Open Requests and Closed Requests in the Status fillter of the requests view (see attached file)?

I have some "Completed" requests displayed even though the "Open Requests" status is selected. I checked the workflow and the catagory associated with the "Completed" status is "Done". I don't understand how the match between the specific statuses (like "Completed") and the general Open/Closed status takes place.

Any suggestion?

Thanks

[YY Brother · Accepted solution]

Hi @Francesco Carullo MMS 

Please try use JQL to query:

key = GC-3414 AND resolved is EMPTY

If GC-3414 is returned, then the resolution field value is not really set. So that's the reason.

Thanks,

YY Bro 

[Francesco Carullo MMS]

That was the issue.

Thanks mate