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Customer portal showing all Closed when Show open request is selected

Daneige Gagnon

Customers are seeing all Closed/Resolved tickets when selecting the OPEN Requests

Accepted answers

Alexander Ling_scml7y

Hello @Daneige Gagnon

Even though they are in a resolved/closed status it doesn't mean that they have a resolution. Can you check if the issues that are still visible in the portal have a resolution?

If you perform this JQL and get matches, you can know with high probability that something is not working as intended. These issues will still show in the portal even though they are in a closed/resolved status.

status in (closed,resolved) and resolution = unresolved

Best regards,

Alexander

All comments

Alexander Ling_scml7y

Hello @Daneige Gagnon

Even though they are in a resolved/closed status it doesn't mean that they have a resolution. Can you check if the issues that are still visible in the portal have a resolution?

status in (closed,resolved) and resolution = unresolved

Best regards,

Alexander

Daneige Gagnon

Yes, thank you

This did resolve the issue much appreciated.

Daneige

Alexander Ling_scml7y

Great to hear! Please mark my answer as solved so other people with similar problems can find this solution more easily. :-)

CJ_cglrek

@Daneige Gagnon - Did you update the issues to have a 'Resolution' value and not 'unresolved', to fix this issue?

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