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Customer Portal only displays tickets when "Any Status" is selected and I can't set that as default

When our outside users (customers) go to the Customer Portal and view "My Requests" or "All Requests", the Status field defaults to "Open requests" which displays no tickets. "Closed requests" also displays no tickets. The user has to switch to "Any Status" to see their tickets.

1. How can I update the portal so that "Open" and "Closed" tickets are displayed?

2. How can I update the portal to have the status default to "Any Status"?

Thanks,

Aaron

1 answer

0 votes
Ivan_Tovbin Community Leader Apr 05, 2018

Hi Aaron.

This is very odd. First off, for a ticket to be displayed on the portal at all it should have its 'customer request type' field filled, so you might wanna double check your issues.

As for 'Opened' and 'Closed' tickets, it's rather simple. A ticket is considered 'Opened' if it has no resolution set. If it does have a resolution set, then it'll be displayed in the 'Closed' section.

Hope this clarifies.

Thanks for following up Ivan! I do have the request types populated and there are no resolutions set. The tickets only show up when I select "Any status".

Also...I just created a new ticket which also does not show up under Requests unless I have "Any status" selected.

Ivan_Tovbin Community Leader Apr 10, 2018

Could you post some screenshots of this behaviour? Perhaps I'm missing something here.

In Requests, with Open requests selected, no tickets are displayed...

2018-04-10_11-05-24.jpg

Closed requests selected, no tickets displayed...

2018-04-10_11-05-45.jpg

Any status selected, I can see the tickets...

2018-04-10_11-06-04.jpg

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