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Open Request filter showing Resolved tickets for single user

I have a single user, when he selects Open Request in his service portal, it will also show his Resolved requests. 


Any idea? 



2 answers

0 votes

Does the workflow for these requests consider "resolved" status to be open or closed?  (i.e. is "resolved" in a closed status category AND have a resolution set as an issue goes into that status?)


It's because of the resolution. When Resolve the issue, You should provide the Resolution field in Transition Workflow and this field should set by the user. 

The Open Issue filter is equal to resolution = unresolved and because of this you see resolved Issue in your filter. I produce your scenario in my test instance.

image.pngIf you need more help for adding resolution to a screen and using this screen in Resolved Transition, let me know.

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