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Question RE Customer Portal: How to move tickets to the appropriate tabs?

NTNT

I'd like to move the tickets in the example from the 'Open Requests' tab and move them to the 'Closed Requests' tab.

Tickets in a (sort of) done status show as Blue (rather than Green) within the Customer Portal however within the workflows they are Green. indicating that these tickets should be showing in the 'Closed tickets' tab ?? Right??

What steps do I need to take to move these tickets into the 'Closed tickets' tab???

Accepted answers

Dave Mathijs

Hi @NTNT this is not good.

First of all, your closed and cancelled tickets should NOT appear under Open requests in the customer portal.

This usually means that the Resolution is not set for these tickets.

Secondly, statuses like 'Closed' or 'Cancelled' should be assigned to the 'Done' status category in your settings. This will make them green instead of blue.

Max Foerster - K15t

Hey @NTNT

If you take any of the closed issues and search for them. Do they have a resolution value set? Unless they are "really" resolved for Jira (resolution is set), they are not closed and will, therefor, show up in open request.

Best, Max

All comments

Dave Mathijs

Hi @NTNT this is not good.

First of all, your closed and cancelled tickets should NOT appear under Open requests in the customer portal.

This usually means that the Resolution is not set for these tickets.

Secondly, statuses like 'Closed' or 'Cancelled' should be assigned to the 'Done' status category in your settings. This will make them green instead of blue.

Max Foerster - K15t

Hey @NTNT

Best, Max

NTNT

Hi Dave, they are showing as green within the workflows. Which is why it's strange that they show as Blue within the customer portal.

Do you know how to set the resolution for these tickets ?

Thanks again and i appreciate your response.

NTNT

Hi @Max Foerster - K15t thanks for responding. They're set and are Green within the Service Desk. But Blue within the Customer portal. I don't know if that answers your question

Dave Mathijs

Have a look at the following KB article: Best practices on using the "Resolution" field

Max Foerster - K15t

Hey @NTNT

Are you aware of the difference between an issue in a status belonging to the Done category (green) and a resolved issue? (strikethrough issue name, resolution value set, resolution date)

Without a resolution value, the issue will not be treated as closed. It can be in a "green" status, it can be in a "blue" status. The moment a resolution is set, Jira acknowledges an issue as resolved.

But what worries me more is the issue with the color of the status. Can you share a picture of the workflow with us? Also, a picture of the configuration and workflow status mapping of the affected request type would be interesting. Just to make sure it's not caused by misconfiguration.

NTNT

Hi @Dave Mathijs , your advice has been extremely useful and now works for new tickets that now show within the correct tabs However, all the old tickets remain in the wrong tabs. Can i move them or not do you know?

Thanks Again.

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