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Service Desk Portal Requests page

Danielle Dakaud August 4, 2023

hello team
I'd like to know why, when I select the tickets I've created, I get open tickets as a filter, but I find closed tickets. I don't get it.
Would you have an explanation for this, please?


Thanks for your support

Regards

 

2023-08-04_16-43-41.png

2 answers

1 accepted

1 vote
Answer accepted
Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 4, 2023

Hi @Danielle Dakaud 

The resolution isn't being set; the resolution field decides if issues show as open or closed.

I'd check your workflow to confirm...

  • Resolution is being set appropriately or...
  • Resolution is not being cleared unnecessarily when moving to Closed

Ste

Paul de Rome November 19, 2023

What (and where) is the query that used to select the records that show?  I may need to modify the query.

Thanks

Paul

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 19, 2023

Hi @Paul de Rome 

In this specific form, there isn't one - it's in the background.

Ste

Paul de Rome November 19, 2023

Ok so what is the selection criteria. Surely that must be known?

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 19, 2023

For open vs closed? It's the resolution field.

Ste

1 vote
Robert Wen_ReleaseTEAM_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 4, 2023

Do you know if Resolution has been set on those tickets showing a Closed status?

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