Hello dear community, some of our customers are complaining that in the area "my requests" the filter or selector is not working well. Lemme explain in the following pictuers what exactly i mean: Our Customer choose "Customer Portal" Then this window (customer portal) opens and they choose "my requests" in the top right corner: Then they get to my requests and see all their requests. In the right corner they can choose between "all requests", "open requests" and "closed requests". If our customers select "open requests", then wrongly they show "all request" Why is that so? Where can I set this filter right? I hope u guys understand what i wrote .. and hope someon have a clue. Thanks in Advance

Hallo Semi - würde es dir in der nächsten halben Stunde passen?

Klasse! Heute schaffe ich es womöglich nicht mehr anzurufen aber liebend gerne morgen. die E-Mail an dich ist raus. LG, Francis

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Customer service

Francis Schmidt

Hello dear community, some of our customers are complaining that in the area "my requests" the filter or selector is not working well. Lemme explain in the following pictuers what exactly i mean:

Our Customer choose "Customer Portal"

Pic_01_2018-01-22 16_09_34-Cantus Support - ETC Support.png

Then this window (customer portal) opens and they choose "my requests" in the top right corner:

2018-01-22 16_14_37-Cantus Support - ETC Support.png

Then they get to my requests and see all their requests. In the right corner they can choose between "all requests", "open requests" and "closed requests".

If our customers select "open requests", then wrongly they show "all request"

Why is that so? Where can I set this filter right?

2018-01-22 16_30_16-[] JIRA Servicedesk Statusfilter - ETC Support.png

I hope u guys understand what i wrote .. and hope someon have a clue. Thanks in Advance

Accepted answers

All comments

Semi Kefi [demicon GmbH]

Hallo Francis,

kann es sein, dass alle Status der Statuskategorie (To Do - Blaue Label) angehören?

Der Filter der hinter dem Dropdown liegt, lehnt sich an die Lösung (und evtl. Statuskategorien) an!

Btw: Ich gehe mal davon aus, dass du deutsch sprichst... ;-)

Beste Grüße

Semi

Evgeniy Russkikh_cssm12

If I’m remember right, these filters looking not on status but on resolution.

So issue can be in status “resolved”, but without resolution, so will be in open requests list

Francis Schmidt

Hallo Semi,

jap, ich spreche Deutsch Danke für deine Antwort ! Könntest du vielleicht aber nochmal genauer auf deine Antwort eingehen. Wo finde ich bspw. die Stauskategorien bzw. wo können diese anpasst werden?