Problem with statuses on JSD?

Hello,

We have faced a couple of problems in JIRA Service Desk when working with the customer portal:

  1. The colors of the statuses are not the correct ones. For example, the Closed status is shown as yellow in the customer portal while it should be green.
  2. Problem with the Quick filters of the customer portal. When selecting Open Requests (in My Requests), I see all the requests, even the closed ones and when I select Closed Requests I do not see anything

Is there some JSD configuration we are missing that would handled these?

 

Thank you

3 answers

1 accepted

0 vote

Try checking if these tickets have a Resolution set.

0 vote

Hi Charis,

  1. You probably have your SLA to Pause on the Closed status instead of Stopping. Please make sure there's nothing about the Closed status in the Pause column of your SLA configuration
  2. Verify your Queue configuration and edit the filter for the Open Requests queue. This is probably set to retrieve the Closed status.

Hope this helps

 

JSDQueues.jpgHello,

 

Thank you for your answer, I checked the SLAs configured and none has Closed status in Pause column, all have it on Stop. In only one case, the Resolved status is in the Pause column. But even if it were that way, I would expect JSD to be showing the same status colors as in Jira...

Concerning the second question, I am attaching a screenshot of the current Queues we have setup in our SD along with the problematic Customer Portal. I do not see any connection between those two. The problem mentioned, occurs on the drop down on the Customer Portal.

 

Thank you

Indeed, that seems to be the problem. The Resolution was not handled within the workflow. I changed that now and it seems to be working. It is weird though that the status is shown but the color and the filtering is dictated by the resolution. I find it rather confusing. Thank you for your answer.

Also, can you please convert your comment to an answer so that I can accept it properly? I do not want to accept the first one. Thank you again

Glad to hear that was it, Charis. I've converted my comment here to an answer. Cheers

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

794 views 5 7
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you