Customer Open Request search shows no tickets, but Any Status does

When logged in as a customer and I go to My Requests or All Requests, when "Open Requests" is selected, No Requests are found. 

2018-01-15_10-43-53.jpg

But if I switch to "Any Status", I can see my request.

2018-01-15_10-44-03.jpg

Any ideas as to what is happening is greatly appreciated.

1 answer

0 votes

Hi Aaron,

That is a strange scenario to see.  I have been asking around about this question and from what I have been able to determine so far, I believe that these filters in the JSD customer portal are actually using the system field called 'resolution' that exists on every issue as a means to determine if an issue is actually opened or closed in that view. (IE: open issues have no resolution, and closed issues have some resolution value)

By default Jira uses this system field in a special way.  All issues in Jira use this field, and when the issue it created, it has no value for this field.  In the database for that issue, this field has a NULL value.  At least until such time that the issue is actually resolved and in turn it then gains some value for that field.

However we have seen Jira environments that have set in the field configuration for that project the 'resolution' field to be required.  When you do this, that field has to have some value for every stage of an issue.  That means from when the issue is created all the way through its life in Jira, it has to have some value for that field.  This in turn circumvents some of the built in function for Jira, Jira Software, and I believe this is also the case for Jira Service Desk not showing this issue via this view as well.

We have a helpful KB on this problem in regards to Jira/Jira Software over in UNRESOLVED showing up as a Resolution for Resolved issues.

Please let us know if this helps.

Andy

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