Service Desk customer portal queue does not reflect open requests correctly.

[Karri Parola]

I am a customer who has just submitted a request through Service Desk.  When I try to look a the Requests Created By Me, the Open Requests filter does not work properly.   My open request does not show up:

If I change the filter to All requests, I see my the open request.   How do I fix this? 

[M Amine]

Hi,

If the 'Resolution' field is set (which is the case you are facing) you will see your request under 'Closed Requests' and of course under 'All requests'.

To fix this, ask your Jira Admin to not set the resolution field (may by he is doing this in the post-function of the transition, or may be he is doing this by an automation....etc)

The resolution field must only be set if your workflow has reached a 'DONE' (read final) status (like 'RESOLVED' or 'CLOSED' ...Etc)

You can read this documentation for more info.

hope it helps

cheers