Client Support Portal

[Jairaj K]

Hi Team,

Can someone please educate how can we fix the "Client Support Portal" filter issue?

The number of tickets that are active in status is not matching with the count showing in the display when applied filter. Please find the screenshots attached for better understanding. 

Thanks.

[Nic Brough -Adaptavist- · Accepted solution]

Have a close look at your workflow, and where it is setting or clearing the "resolution" field.

If the resolution field is empty or null, then an issue is "open".  If it has any value in it (fixed, done, cancelled, unresolved, needs work, ended, etc), then the issue is "resolved" and will not appear in the list of "open issues"

[Jairaj K]

It worked, the "Resolution" field in the workflow for canceled and completed were the culprits, now I have added a validator during the status transition and I guess we shouldn't be seeing this issue anymore.

In simple terms filters in the customer portal for ticket status will work based on the following conditions.

> Any Status - Will display all tickets including canceled and completed.

> Open Request = Will display all tickets for which resolution is "not" marked as "Done/fixed/canceled/Declined etc.

> Closed Request = Will display all Canceled/Completed with resolutions field updated as "Done/fixed/canceled/Declined" etc

Once again thank you so much for the response.

[Henrique Degan]

Ola, veja esse filtro se funciona?