My customers want to view Only open ticket in the customer portal

[Gira Desai]

My customers are able to see the status of tickets they have submitted on the portal but would like to see only open tickets. I'm wondering why closed/completed tickets show in their view of the portal. It makes it very difficult to see what is currently pending & what has been completed. I have attached a screenshot for reference. Looking for some guidance. 

Thanks, Gira

[Tansu Akdeniz · Accepted solution]

Hi @Gira Desai 

They shouldn't be shown under Open Requests. So, issues which have Completed status, are still unresolved. Please check it. Resolution field need to be set.

[Gira Desai]

Thank you. I am looking for guidance on how and where to set the resolution 

[Mikael Sandberg · Accepted solution]

When a request is completed/closed, are you also setting the resolution? If the resolution is not set Jira consider the issue as open.

[Gira Desai]

Can you guide me on how and where I can set the resolution, please?

[Mikael Sandberg]

Go to the workflow that is used for these requests and edit it so you either have a screen on the transition to completed/closed that has the resolution field on it. Your other option is to automatically set the resolution by adding a post function that sets it. Have a look at this KB for more information.

[Gira Desai]

Thank you, Mikael!  I was able to set the transition successfully with the KB article. Can you tell me how I add the transition to all my closed/completed tickets?

[Mikael Sandberg]

For your closed/completed ones you can create an automation to do it. It should look something like this:

 

[Gira Desai]

Hi Mikael, I am not sure what I am doing wrong here. I have gone back and added resolution to all Closed tickets and for some reason, my customers are still seeing their "Closed" tickets when they look at Open requests created by themselves in the Jira portal. Any suggestion?

[Mikael Sandberg]

If you go to the agent view and look at the request, do you see something like this:

Done is the resolution, so verify that all your closed request has a checkmark and a value next to the status.

[Gira Desai]

Hi Mikael, by any chance do you provide assistance over screen share to users?