When customer resolves a ticket from the customer portal

[RamR]

When the customer resolves an issue from the customer portal before the agent does, the resolution set for that is "Wont do". Is there a way to change that to something else?

[Jack Brickey]

This is abnormal. I have to wonder if there is a Post Function on the workflow that is setting to "Won't do" which would certainly not be a good 'default' value to elect. Can you please inspect for this in your workflow?

[RamR]

Hi there, i only see those 5 default post functions, nothing else.

1. Set issue status to the linked status of the destination workflow step.
2. Move up Move down Edit DeleteAdd a comment to an issue if one is entered during a transition.
3. Move up Move down Edit DeleteUpdate change history for an issue and store the issue in the database.
4. Move up Move down Edit DeleteRe-index an issue to keep indexes in sync with the database.
5. Move up Move down  DeleteFire a Generic Event event that can be processed by the listeners.

[Jack Brickey]

Can you check automations? The key is to determine where “won’t do” is being set. So if the agent resolves how is resolution set, via the resolve screen? Is resolution required a close via a Validator on the transition?

[RamR]

As far as i can see there are no validators or automation rules that is doing this. Right now i will have to fix this fast, so i edited this "Won't do" into "Resolved by Requester" so it makes sense when the notification email goes out with this information.

Also when the customer resolves from customer portal, only the default screen pop up to get an optional comment and there is no option for them to choose any type of resolution.

[Jack Brickey]

so here is where this is getting done. You need to edit the workflow. click on the transition(s) into the done(?) status click on the Configure under "show transition in the customer portal" and choose the desired resolution in the pop up. I highly recommend you undo what you did w/ "Resolved by customer" since resolutions are shared w/ all projects so you just change all "won't do" for all projects. :-(