We have faced a couple of problems in JIRA Service Desk when working with the customer portal:
Is there some JSD configuration we are missing that would handled these?
Hope this helps
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.
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.
If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...
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!
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
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot