I closed a ticket on my Jira instance, but after reopening it the customer still sees it as closed.

[Fahad Akhtar]

I have Jira service management cloud. I am a service desk team member with a license and work on tickets through the Jira instance. I had closed a ticket on my end and therefore the customers end(the Jira portal) is also closed. The customer had asked me to reopen the ticket and after doing so the status has changed to 'Assigned' but still says 'Closed' on the customer portal. Why is that? Is there a way to get the status to read 'Assigned' instead of 'Closed' on the customer portal?

Thanks,
Fahad

[Fahad Akhtar]

Please see above. Assigned should show as assigned for the customer. I have this set up correctly. Any other reasons why 'Assigned' might be showing up as 'Closed'?

Thanks,
Fahad

[Alex Koxaras _Relational_]

Hi @Fahad Akhtar 

• Go to project setting > Request Type
• Find that specific request type and click it
• Click on Workflow statuses and observe the statuses
• Make sure that they are correct. If the Assigned status (left column) corresponds to "closed" (right column) then you need to change it

[Fahad Akhtar]

Please see above. Assigned should show as assigned for the customer. I have this set up correctly. Any other reasons why 'Assigned' might be showing up as 'Closed'?

Thanks,
Fahad

[Alex Koxaras _Relational_]

If you view your customer's request from the portal, what it its status? Do you see it as Closed as well?

[Fahad Akhtar]

Hi Alex,

The customer shows me when they filter closed tickets vs un-closed tickets the ticket that was reopened shows up under the closed tickets filter. Unless you are asking me to look it up another way. 

Thanks,
Fahad

[Alex Koxaras _Relational_]

You have to identify if the problem is from you side, or from you client side. So you have to find a way to reproduce what your client see. One way to do it, is see for yourself your  customer's request from the portal. So view this request and see what is the status.