Service Desk Portal Requests page

[Danielle Dakaud]

hello team
I'd like to know why, when I select the tickets I've created, I get open tickets as a filter, but I find closed tickets. I don't get it.
Would you have an explanation for this, please?

Thanks for your support

Regards

[Ste Wright · Accepted solution]

Hi @Danielle Dakaud 

The resolution isn't being set; the resolution field decides if issues show as open or closed.

I'd check your workflow to confirm...

• Resolution is being set appropriately or...
• Resolution is not being cleared unnecessarily when moving to Closed

Ste

[Paul de Rome]

What (and where) is the query that used to select the records that show?  I may need to modify the query.

Thanks

Paul

[Ste Wright]

Hi @Paul de Rome 

In this specific form, there isn't one - it's in the background.

Ste

[Paul de Rome]

Ok so what is the selection criteria. Surely that must be known?

[Ste Wright]

For open vs closed? It's the resolution field.

Ste

[Robert Wen_Cprime_]

Do you know if Resolution has been set on those tickets showing a Closed status?