Customer portal, Closed request filter

[David Rockley]

Hi, My customer portal appears not to filter correctly. If the filter for showing Closed Requests is selected, the queue displays Closed requests AND Resolved requests.

Can this be changed - a Resolved request is not then same as a Closed one?

Many Thanks.

Dave R

[Andy Heinzer]

Hi David,

I can certainly understand the confusion here.   However Service Desk is actually using the issues' resolution field to determine open and closed requests.  It technically is not based on the status of the issue (which is more likely to use the terms open or closed).

By default in Jira, all issues when created have no value for the resolution field.  It's only when the issue then has some value in the resolution field that this issue is considered to be closed by Jira Service Desk (but also by Jira Software when looking at issues on boards, these issues have a strike through).

However Jira will allow you to configure your project to make the resolution field required.  If you do this, then it becomes required for all states of the issue.  This can be the source the confusion here.  When this is configured this way, you can see problems like this where the customer portal can have issues in an open status shown as closed requests because they have a resolution value.

There are few closely related feature requests around this problem:

https://jira.atlassian.com/browse/JSDSERVER-1327 - Use Status to determine Open/Close requests

https://jira.atlassian.com/browse/JSDSERVER-3254 - Resolved issues are visible in customer portal in 'Closed requests'

To the best of my knowledge there is no way at the present to change this behavior.   It might be possible in the future that some code might be changed to Service Desk that would allow for this.  If that happens, I would expect one or both of those feature requests to be updated to reflect this and explain what version of Service Desk might support this.

Regards,

Andy

[David Rockley]

Hi Andy, Thanks for looking at this and your reply.

I'm not sure though that there is a problem here with resolution fields(?)

The filters work ok from within Jira for Agents and Administrators etc, and we have created queues for some states - ie Closed Requests. That all works as expected, and only Closed requests are displayed.

So I'm confused (as is our customer) as to how, when in the customer portal we select Closed Requests, the queue also includes Resolved ones. For us, a Resolved request definitely does not mean the request is fully complete and Closed. Also, why are only Resolved and Closed requests included in the queue, what about other valid states such as In Progress etc.

Ultimately, I think it would be a massive improvement if we were able to have more control over the customer queues and portal. For example, there is no way to edit the columns or change the queue listing order - which is set to display in most recently changed order. We would prefer to order the queues in "Key" order, as we do with our internal Jira queues.

Regards,

Dave.

[Emily Cullinan]

Hi Andy,

We have the same issue here. Currently, our clients use Portal view, and when resolving their issues, we set a Resolution Type (ie, 'Fixed' / 'Withdrawn' etc) to indicate it's ready for release.

However, on doing this, the issues disappear from the list in Portal and are automatically moved to 'Closed'.

If we bypass using a Resolution Type at all and just close the ticket, they will instead be listed in 'Open Requests' despite being 'Closed'.

Can you suggest any way we can get around this? Essentially, we need:

RESOLVED - To display in 'All requests' and 'Open Requests'

CLOSED - To only display in 'All requests' and 'Closed Requests' 

Thanks,

Emily 

[Andy Heinzer]

Hi Emily,

I don't know of another way around this.  I think I understand what you are looking to do here.  But the way this is currently setup to work in Service Desk is to be based off of whether or not the issue has any value in its resolution field.  

• If it does, the issue is considered closed. 
• If it does not, it is considered open.  

But this 'Service Desk status' is not the same as the issue field called status.  When you look at this in the customer portal, the default view is for "Any status".  That's not really reflective of the system field called status though and it's very understandable why people are confused about this.   Which is probably why this feature request was created JSDSERVER-1327 - Use Status to determine Open/Close requests.

If that feature request was implemented, then I think you would be better able to do what you are looking for here.  However at the moment, in Service Desk, the only options are 'any', 'open', or 'closed'. 

I'd recommend that when your service desk team is completely done working an issue, set a resolution value for that issue.  If you have this other state such as 'ready for release', then perhaps you need to adjust the workflow to place the issue into a different status that does not yet set a resolution value.