Customer Help Center request filtering

[Daniel Winters]

I am looking at our Help center portal, and under requests you can filter on open and closed but the results are very mixed. Occasionally getting closed entries in open and open tickets in closed. I've seen a few discussions already on this and have checked that my status' are correctly set, and I have checked that the transitions have the correct resolutions set, so going back and forth does change the state as required. 

My question is how can I make sure that the open search has all tickets that are NOT "closed". I don't want to see any "to do" entries underneath the closed search window, they should be listed under "open".

[Daniel Winters · Accepted solution]

All resolved now, the issue was the difference between the resolution state Unresolved and Unresolved (note the italics, I didn't at first and that was the problem)

Work around was putting a transition from closed to open, this resets the Resolution state, and then just move the ticket all the way through the states to get back to the start again.

[Luka Mack]

Hi @Daniel Winters

In Jira Service Management, Open requests are those that have no Resolution set. Closed requests are those with a Resolution set, even if their status is "In Progress" or "Resolved."

The customer portal filters requests by these fields:

• Open filter shows requests with no Resolution set.
• Closed filter shows requests with a Resolution set, regardless of the status.

Hope this helps.

Best regards,

Luka