Why are closed/resolved tickets showing up in open requests?

Sunil Singh_rm8l14

Hi all,

 

can anyone please help me why all closed/resolved tickets are showing in open que??  I was checking google, its about some workflow, can anyone help me how to change/edit workflow.. ? It would be great if you can share steps like how to fix this ???

 

Jack Brickey

It is because the Resolution field is not being set. There is a lot of Community posts on this that will guide you in how to resolve this. Use the search bar above to assist in locating. Basically you have two options: post function on all transitions to done to set the Resolution or add a resolution screen to theses transitions to require the user to set the resolution. Finally, be sure to clear the Resolution on any transition out of Done.