Remove canceled tickets from customer portal

[Alejandra González]

Hi,

I would like to know how can I remove the Canceled tickets from the customer portal when filtering by "Open requests".

As a reporter, I manage the requests from my customer portal. The thing is that I have it filtered by "Open requests" but i can see canceled tickets, and I dont want to see them.

Thank you

[Callum Carlile _Automation Consultants_ · Accepted solution]

Hi @Alejandra González 

It sounds like the issues in the Cancelled status might not have a resolution being set - if you click into these issues, do they have a resolution next to the Status dropdown?

You can set this resolution in your workflow using a post-function for future cancelled issues, and then you might want to do a bulk edit to set the resolution for all issues in the Cancelled status so that they should no longer appear as 'Open' issues in the portal

[Alejandra González]

hi @Callum Carlile _Automation Consultants_ 

so what I need to do is to add a resolution to the transition from any status to Canceled in the workflow? what's the name of the resolution? Canceled?

Thank you

[Callum Carlile _Automation Consultants_]

@Alejandra González Yeah that's right, and you can set the resolution to any of your options (or you can create a new resolution if you wish), as long as there is a resolution present :)

[Alejandra González]

@Callum Carlile _Automation Consultants_ cool so I've added a "won't do" resolution post function to all canceled transitions. Should be ok then, right?

Thank you

[Callum Carlile _Automation Consultants_]

@Alejandra González Yes this will be fine, and all future issues moved to the Cancelled status should not appear in the Open Requests section of the portal