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My customers want to view Only open ticket in the customer portal

My customers are able to see the status of tickets they have submitted on the portal but would like to see only open tickets. I'm wondering why closed/completed tickets show in their view of the portal. It makes it very difficult to see what is currently pending & what has been completed. I have attached a screenshot for reference. image001 (5).pngLooking for some guidance. 

Thanks, Gira

2 answers

2 accepted

3 votes
Answer accepted
Tansu Akdeniz Community Leader Nov 30, 2022

Hi @Gira Desai 

They shouldn't be shown under Open Requests. So, issues which have Completed status, are still unresolved. Please check it. Resolution field need to be set.

Thank you. I am looking for guidance on how and where to set the resolution 

3 votes
Answer accepted
Mikael Sandberg Community Leader Nov 30, 2022

When a request is completed/closed, are you also setting the resolution? If the resolution is not set Jira consider the issue as open.

Can you guide me on how and where I can set the resolution, please?

Mikael Sandberg Community Leader Nov 30, 2022

Go to the workflow that is used for these requests and edit it so you either have a screen on the transition to completed/closed that has the resolution field on it. Your other option is to automatically set the resolution by adding a post function that sets it. Have a look at this KB for more information.

Thank you, Mikael!  I was able to set the transition successfully with the KB article. Can you tell me how I add the transition to all my closed/completed tickets?

Mikael Sandberg Community Leader Nov 30, 2022

For your closed/completed ones you can create an automation to do it. It should look something like this:

Screenshot 2022-11-30 at 4.10.27 PM.png 

Hi Mikael, I am not sure what I am doing wrong here. I have gone back and added resolution to all Closed tickets and for some reason, my customers are still seeing their "Closed" tickets when they look at Open requests created by themselves in the Jira portal. Any suggestion?image_2022_12_14T15_30_38_847Z.png

Mikael Sandberg Community Leader Dec 14, 2022

If you go to the agent view and look at the request, do you see something like this:

Screenshot 2022-12-14 at 7.48.27 AM.png

Done is the resolution, so verify that all your closed request has a checkmark and a value next to the status.

Hi Mikael, by any chance do you provide assistance over screen share to users?

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