Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,359,817
Community Members
 
Community Events
168
Community Groups

I closed a ticket on my Jira instance, but after reopening it the customer still sees it as closed.

I have Jira service management cloud. I am a service desk team member with a license and work on tickets through the Jira instance. I had closed a ticket on my end and therefore the customers end(the Jira portal) is also closed. The customer had asked me to reopen the ticket and after doing so the status has changed to 'Assigned' but still says 'Closed' on the customer portal. Why is that? Is there a way to get the status to read 'Assigned' instead of 'Closed' on the customer portal?

Thanks,
Fahad

2 answers

Jira_Workflow_Statuses.PNG

Please see above. Assigned should show as assigned for the customer. I have this set up correctly. Any other reasons why 'Assigned' might be showing up as 'Closed'?

Thanks,
Fahad

0 votes
Alex Koxaras Community Leader Sep 15, 2022

Hi @Fahad Akhtar 

  • Go to project setting > Request Type
  • Find that specific request type and click it
  • Click on Workflow statuses and observe the statuses
  • Make sure that they are correct. If the Assigned status (left column) corresponds to "closed" (right column) then you need to change it

customer statuses1.png

Please see above. Assigned should show as assigned for the customer. I have this set up correctly. Any other reasons why 'Assigned' might be showing up as 'Closed'?

Thanks,
Fahad

Jira_Workflow_Statuses.PNG

Alex Koxaras Community Leader Sep 15, 2022

If you view your customer's request from the portal, what it its status? Do you see it as Closed as well?

Hi Alex,

The customer shows me when they filter closed tickets vs un-closed tickets the ticket that was reopened shows up under the closed tickets filter. Unless you are asking me to look it up another way. 

Thanks,
Fahad

Alex Koxaras Community Leader Sep 15, 2022

You have to identify if the problem is from you side, or from you client side. So you have to find a way to reproduce what your client see. One way to do it, is see for yourself your  customer's request from the portal. So view this request and see what is the status.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

An unofficial way to monitor a JSM mail handler for errors

...eturns true if any content is returned for the webResponse.body.data.first s...

652 views 3 19
Read article

Atlassian Community Events