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Service Desk Portal Requests page

Danielle Dakaud

hello team
I'd like to know why, when I select the tickets I've created, I get open tickets as a filter, but I find closed tickets. I don't get it.
Would you have an explanation for this, please?

Thanks for your support

Regards

Accepted answers

Hi @Danielle Dakaud

The resolution isn't being set; the resolution field decides if issues show as open or closed.

I'd check your workflow to confirm...

Resolution is being set appropriately or...
Resolution is not being cleared unnecessarily when moving to Closed

Ste

All comments

Robert Wen_Cprime_

Do you know if Resolution has been set on those tickets showing a Closed status?

Hi @Danielle Dakaud

The resolution isn't being set; the resolution field decides if issues show as open or closed.

I'd check your workflow to confirm...

Resolution is being set appropriately or...
Resolution is not being cleared unnecessarily when moving to Closed

Ste

What (and where) is the query that used to select the records that show? I may need to modify the query.

Thanks

Paul

Hi @Paul de Rome

In this specific form, there isn't one - it's in the background.

Ste

Ok so what is the selection criteria. Surely that must be known?

For open vs closed? It's the resolution field.

Ste

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