We've been using Service Desk for a few months now tied in with Jira. We're getting complaints from customers not being able to search for their tickets.
They have the option of
- "Open Tickets"
- "Any Tickets"
- "Closed Tickets".
The problem is that Open means "open" , it's apparently a literal value somewhere that I can't find. We have other status' like in progress or waiting on customer, in development. So now the customer 99% of the time just chooses "Any" but that gives them all their tickets from the beginning of time and now they have to filter through. I haven't had much luck w/ my current Jira Admin's trying to track down where the information is configurable for the customer portal. I'd love some feedback or direction.
