Show the transaction in the customer portal without a resolution

[Rocio Lechuga]

I am trying the free-cloud version. I modified the workflow in order to the agent asks for additional information to the customer and the customer indicates that the information was provided (see wk1.png) The option "Show transition in the customer portal" is enabled. When the customer selects the status "information provided" the issue is marked as it has a resolution but it hasn´t resolved yet, ¿Is there some way that issue remains alive? or ¿another way to manage that transiction? ¿Is it possible?

Thanks in advance.

[Trudy Claspill · Accepted solution]

Hello @Rocio Lechuga 

What do you see that indicates the issue has been marked as resolved?

Is there a Post Function on that transition that is setting the Resolution field? If so, remove that post function from that transition.

[Rocio Lechuga]

@Trudy Claspill 

There is not any post function on that transition but I added a post function that remove the value of Resolution field and it works. I am going to do some additional tests but it looks good and makes sense.

Thanks a lot !

[Trudy Claspill]

Ah, yes. If the issue was in another status that did set the Resolution at some point, and it is allowed to transition back to statuses that are not considered "resolved", then each of the transitions to an "unresolved" status also needs to include a Post Function to clear the Resolution field.