my requests in customer portal

[Irina D_Angelo]

Dear community

our customers have the possibility to have a look at the own reported issues/requests. These issues are divided in closed and open issues.

Unfortunately the pending tickets (that request type means the tickets we are waiting for some information from the customer) are listed with closed and not the open issues. The pending tickets are not closed so we want them to be listed with the open requests.

I think the reason is that the customer portal checks the statuscategory = Done. 

But how can I define that the pending requests are not done?

Thank you and best regards

Irina
land in sicht

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Irina,

So it's not the status field it's the resolution field that determines if a request is in the open or close list.  If the resolution is empty it's open, otherwise it's closed.

The way to resolve is to edit the workflow and the post function to not set the resolution when moving to status Done.  However, you want to ensure when it's actually done that the resolution is set (e.g. a closed status for example).

Hope that helps

Susan

[Irina D_Angelo]

Hey Susan

thanks a lot, you're right. That was the solution.

Best regards

Irina

[Susan Hauth _Jira Queen_]

Great news.  Please "accept answer"....