I closed a ticket on my Jira instance, but after reopening it the customer still sees it as closed.

Question

I have Jira service management cloud. I am a service desk team member with a license and work on tickets through the Jira instance. I had closed a ticket on my end and therefore the customers end(the Jira portal) is also closed. The customer had asked me to reopen the ticket and after doing so the status has changed to 'Assigned' but still says 'Closed' on the customer portal. Why is that? Is there a way to get the status to read 'Assigned' instead of 'Closed' on the customer portal?

Thanks,
Fahad

Alex Koxaras -Relational- · Answer

You have to identify if the problem is from you side, or from you client side. So you have to find a way to reproduce what your client see. One way to do it, is see for yourself your  customer's request from the portal. So view this request and see what is the status.

Fahad Akhtar · Answer

Hi Alex,

The customer shows me when they filter closed tickets vs un-closed tickets the ticket that was reopened shows up under the closed tickets filter. Unless you are asking me to look it up another way.

Thanks,
Fahad

Alex Koxaras -Relational- · Answer

If you view your customer's request from the portal, what it its status? Do you see it as Closed as well?