Client sees done tickets in their portal in the open ticket filter

Question

My client says they are seeing tickets in the Done Status in their portal when the filter says see only open requests.  Additionally, they don't see any done tickets when they change the filter to closed requests.  How can I change it so they only see active open tickets?  
Thanks!

Katherine Stevens · Answer

Thanks Joe.  I didn't have a resolution set at all.

Joe Pitt · Answer

What counts as 'done' vs. closed in your setup? I've seen some systems where the resolution is set before the issue is closed (at the final step in the workflow). This could be what is happening. Look at one of the Done issues to see if the resolution is set, but it isn't at the final closed step.