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Lay-out Filters My Requests

Edited

Hi, Does somebody noticed or knows why the lay-out changed in the portal My requests. Or is it just within our projects?
Since a few days we can filter on every status in all the different service desks. 
before it wasn't the case.

Update :  Even if we only select OPEN requests, we'll get the Closed tickets as well :-/



can someone help me?

1 answer

1 vote

Hello @Nele De Pauw,

Thank you for reaching out to the Atlassian Community!

The filters on the customer have changed a while ago. It’s possible to view all the statuses of projects that you have access to.

You as an administrator will be able to view all projects because you have permission.

If a customer accesses the portal and goes to Requests > Created by me they will only see statuses of projects they have permission. 

Screen Shot 2022-01-14 at 15.00.37.png

Regarding showing closed tickets, it’s due to the resolution.

Tickets are only considered Closed if they have a resolution. If a ticket is transitioned to any “Green” status, for example, Closed, Resolved, Completed, but without a resolution, they will still show under the Open requests filter.

Please, confirm if the Closed tickets have a Resolution.

Screen Shot 2022-01-14 at 15.07.11.png

Kind regards,
Angélica

Hi Angélica, Thanks for your answer.
Problem is that the customers have exact the same view than the admin.

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