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Lay-out Filters My Requests

Nele De Pauw

Hi, Does somebody noticed or knows why the lay-out changed in the portal My requests. Or is it just within our projects?
Since a few days we can filter on every status in all the different service desks.
before it wasn't the case.

Update : Even if we only select OPEN requests, we'll get the Closed tickets as well :-/

can someone help me?

Accepted answers

Angélica Luz

Hello @Nele De Pauw,

Thank you for reaching out to the Atlassian Community!

The filters on the customer have changed a while ago. It’s possible to view all the statuses of projects that you have access to.

You as an administrator will be able to view all projects because you have permission.

If a customer accesses the portal and goes to Requests > Created by me they will only see statuses of projects they have permission.

Screen Shot 2022-01-14 at 15.00.37.png

Regarding showing closed tickets, it’s due to the resolution.

Tickets are only considered Closed if they have a resolution. If a ticket is transitioned to any “Green” status, for example, Closed, Resolved, Completed, but without a resolution, they will still show under the Open requests filter.

Please, confirm if the Closed tickets have a Resolution.

Screen Shot 2022-01-14 at 15.07.11.png

Best practices on using the "Resolution" field

Kind regards,
Angélica

All comments

Angélica Luz

Hello @Nele De Pauw,

Thank you for reaching out to the Atlassian Community!

The filters on the customer have changed a while ago. It’s possible to view all the statuses of projects that you have access to.

You as an administrator will be able to view all projects because you have permission.

If a customer accesses the portal and goes to Requests > Created by me they will only see statuses of projects they have permission.

Screen Shot 2022-01-14 at 15.00.37.png

Regarding showing closed tickets, it’s due to the resolution.

Please, confirm if the Closed tickets have a Resolution.

Screen Shot 2022-01-14 at 15.07.11.png

Best practices on using the "Resolution" field

Kind regards,
Angélica

Nele De Pauw

Hi Angélica, Thanks for your answer.
Problem is that the customers have exact the same view than the admin.

Angélica Luz

Hi @Nele De Pauw,

If customers can see projects they are not supposed to, it means that the project is open or, if it’s closed, they were manually added by an agent or admin or an organization they are a member of was added to the project.

To check their permissions, go to Project settings > Customer permissions (company-managed) or Project settings > Channels > Customer permissions (team-managed), and on Service project access select Customers added by agents and admins > Save

After that, all customers that weren’t manually added, won’t have access to the project via the customer portal.

If it still persists, go to the Customers’ page and check if the affected customers are listed there and remove them from the projects you don’t want them to view in the portal.

It’s necessary to do this on each service management project.

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