Resolved calls as Open Requests in Customer Portal

[Dynavics Service Desk]

Hi there,

I have recently made a change on my Jira in which I set the "Resolved" status to the "To-do" category.

The reason I have done it is because I want to show Resolved calls into the Open Requests list on my Customer Portal.

It didn't work. Has anyone got an idea on how I caould have done it?

Bit of more detail:

At my company, we understand that Resolved is status in which we flag to the customer a Resolution has been placed and needs to be tested. Therefore, it is not closed yet.

Many thanks,

Caio Garcia

[Tansu Akdeniz · Accepted solution]

Hi @Dynavics Service Desk 

In JIRA, Resolutions are the ways in which an issue can be closed. If issue status is closed but resolution is null, it is shown as unresolved in Jira system. Please check this page.

• https://confluence.atlassian.com/adminjiraserver073/defining-resolution-field-values-861253253.html

In best practice, agents solve the issue than customer/reporter closes or re-opens it.

*If you don't want to use in that way, you can create custom status for resolved but not test issues, than it goes to resolved status. Or show resolved status as unresolved without setting resolution property.

[Dynavics Service Desk]

Hi @Tansu Akdeniz ,

Is it possible to make the Resolution field editable or not mandatory when trasiotioning to Resolved?

Thanks,

Caio Garcia