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How do I identify a Cancel/Resolve/Escalate from the Customer, using the Customer Portal?

How do I identify a Cancel/Resolve/Escalate from the Customer, using the Customer Portal? 

I need JQL for a Queue if Customer click on "Canceled request" or "Resolved this issue" via Customer Portal.

1 comment

Hi @Star ,

The query should be something like:

status in (Cancel, Resolve, Escalate) AND status changed BY USER

where the USER should be the correct one you are looking for. Not sure you can filter that to know if it was done via the portal or not, however as it relates to Jira Service Management and the license tier is pretty tied, you should know who is an agent and a customer

Like Star likes this

Thanks for the answer.

@Star if the answer satisfies your enquiry please mark it as accepted


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