I don't want my portal-using customers to be able to view closed issues and tickets but they should be able to view and reopen solved issues as long as I don't close them.
Is there an easy solution to my request or do I have to dig down into the "guts" of Jira?
I'm a bit unclear about your request. The fact that you want to hide closed requests but still allow the customer to find and reopen seems to be contradictory.
In the portal the customer has the ability to filter on open requests, closed requests or any status so they can control what they see. You can expose the reopen request transition on the portal via the workflow so the customer can find the closed issue and reopen.
ah...now i see. Maybe you have a two-stage 'done' (e.g. resolved then closed) workflow. You want to allow transition back to open from Resolved but not Closed. I think Christoph's solution would accomplish the task. Alternatively, I wonder if having a reopen transition from Resolved and not Closed could work? I use this method internally where I do not want Closed issues to ever be reopened.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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