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JSM Portal - Selection Criteria for Requests

Joni Johnson
Joni Johnson Mar 28, 2023

For the JSM Portal, you have Requests in the upper right. What is the selection criteria that drives what is displayed on that? For items to be considered close, are there specific resolution fields such as resolution, resolutiondate that must be filled in for items that may have a closed status to drop from the view when only wanting to view Open Items.

 

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Katarzyna Pawlak _Appsvio_
Katarzyna Pawlak _Appsvio_
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Mar 30, 2023

Hi @Joni Johnson ,

You have to fill in a Resolution field. This Open/Closed filter is based on this field. If it's Unresolved, the request is in the Open category.

Kate

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Joni Johnson
Joni Johnson Mar 30, 2023

Thank you. That is what I thought and wanted to confirm.

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Dan Breyen
Dan Breyen
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Mar 28, 2023

From what I can tell, it's going off of Status.  So a 'Closed Request' needs to be 'Resolved', 'Canceled' or 'Closed' status. 

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Joni Johnson
Joni Johnson Mar 30, 2023

Thank you. That is not what I am seeing. We customized our workflow to allow JSM tickets to go to Closed without going to Resolved. Items that are closed that did not go through the resolved state are still showing. 

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