Reopened Request Not Returning in Portal with Open Filter

[Rachel Hafley]

We are implementing the service desk portal for our customers. We have been using Jira Service Desk for years but have not opened it up to our customer base until now.

We are seeing that if a request, which has been worked and closed, is reopened, it does not appear on the portal for the user when filtering for Open requests but only when filtering on Closed requests even though the updated status is Waiting for Triage. When looking at the request after it is reopened it still shows it has a Resolved value. Could this be why? How can we fix this?

[Mikael Sandberg]

On the reopened request, is the resolution still set? That would explain why it is showing up under the closed request filter. Check your workflow to make sure that the resolution is cleared when it is reopened.