Customer portal and reopened tickets

[Per Heideby]

Hi. 

Since 15/1/2024, all ITSM tickets that have been reopened can no longer be found/searched on the customer portal as status open. They need to be searched as closed to find them. 

Is there a way to make sure that a re-opened ticket can be found as open?

[Walter Buggenhout]

Hi @Per Heideby,

While going through some unresolved questions here, I bumped into this one. Open or closed tickets are identified by the value in the resolution field. If there is something there, a ticket will be considered closed. To make it open again, that value must be removed.

I suspect that you have designed a workflow that does allow tickets to be reopened by updating the status, but you have not taken care of the value in the resolution field. So, check your workflow settings and make sure to remove the resolution from your ticket as the same time you change the ticket status back to open.

Hope this helps! 

[JM Perrot]

hello @Per Heideby 

Can you try this JQL request :

status changed FROM Done TO Open AND status = Open

I think it can help you. Of course you can specify the issuetype and request type if needed.

Let me know if my answer is not convenient,

Regards,

JM

[Per Heideby]

Hi, sorry for not specifying. 

It seems that there may be a problem where closed tickets are displaying as open, and vice versa, for our external users when they perform searches.

this happens when our external users search the help center portal.

[JM Perrot]

Ok, Like Walter said, is due to the resolution field, so you can run my request, make a bulk change to clear resolution field and check your workflow : when you leave the status "done", be sure to clear resolution. 

Let me know if it's better, I'm guilty too, I didn't ask some questions before ^^