How to customize search screen for customers ?

Question

Hello,

my customers have a screen to list the issues. there is some filters (status, owner, type ...).

the filter "status" doesn't correspond to the status of my project.

the status of my project are : open, pending, closed, terminated, ...

the filter "status" contains only "open" and "closed".

How to fix the filter "status" ?

Best regards,

Stephane MIRAILLES

Pedro Souza · Answer

Hi Stephane,

Thank you for the update.

I took a moment to further investigate this behavior locally in a Service Desk instance.

In fact, it will show only the "open" and the "closed" status even though you have all the corresponding status mapped, as it turns out, the "open" from that drop-down should filter all requests in any ongoing status from your workflow, and the "closed" all requests with a resolution set. Discussing internally and researching, it is actually the expected behavior, the "My requests" screen will show only these two options that should include all requests from your workflow including the closed or open condition, and the requests that will appear in each of the statuses will depend if the requests have a resolution set or not.

I understand that it would be really cool if you could have more options to customize this screen and be able to add your workflow specific status on the drop-down option, actually, we already have features requests created to our developers to improve this screen and allow more customizations as you can see below:

* Need more fields in the 'My Requests' view
* Make my requests more customizable
* Ability to add/remove columns/filters in My Request page

I suggest you to add yourself as a watcher on those feature requests issues, so you will be notified once we implement any improvements to this screen.

Let me know if you have any questions!

Kind regards,

Pedro Souza.

Emmanuelle Arthaud · Answer

Hello, first of all thanks for this 1st answer.

i have checked the "workflow statuses" tab, the status are corresponding :

On the customer screen, the status filter doesn't correspond to the status column :

How can i have a filter on the status ?

Have you a solution for me ?

Best regards,

Stephane MIRAILLES

Pedro Souza · Answer

Hi Stephane,

Based on the issue description, I assume the screen you mention is the "My Requests" screen from the Help Center.

In your Service Desk project settings, I suggest you to browse to Requests Types and edit one of the requests types that you are experiencing this issue, under the Workflow tab, you can see which status from your workflow is corresponding to what status on the Customer Portal, based on the issue description, I suspect that all your workflow status are corresponding to "open" and "closed", if my suspicion is confirmed, you just need to add the Status name to show to the customer accordingly to the status from your workflow if you want to show the same status on both sides, so that it will also appear available on the "My Requests" filters.

Let me hear from you!

Kind regards,

Pedro Souza.