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Service Desk - Closed Open Issue Problem

Ramazan Keskin
Ramazan Keskin Oct 04, 2023

When our customer list their issues on Service Desk and use Open Requests filter, they see other status (closed, completed). Is there a bug or anything?

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Riley Sullivan
Riley Sullivan
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Oct 04, 2023

Hi @Ramazan Keskin 

 

Are you able to verify that done categories and resolutions have been configured?

https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html

 

If these statuses are not associated to a done category and a resolution, Jira will view them as an open status.

 

Hope this helps!

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Ramazan Keskin
Ramazan Keskin Oct 17, 2023

Hi @Riley Sullivan ,

I tried this but I could not solve my problem.

Jira Support reached me. After resolution set, we changed status's to completed from closed MANUALLY. This was solved our problem.

Thank you for your support.

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