JIRA Service Desk - Issues With Tickets Filtering In Customer Portal

[Ullas Lakshminarayana]

Hello Team,

I have challenge where the customer portal is fetching incorrect results when 'Open Ticket' status is filtered from the top header section. 

What I mean is, when the customer selects 'Open Tickets' as the filter and fetch the results, they get to see even tickets with status 'DONE' which is incorrect. 

Please investigate and share an update. Below is a screenshot for reference:

[Francesc_Arbó]

Hi @Ullas Lakshminarayana,

Check if the resolution is set or is empty. An issue is open if the resolution field is empty and, if the resolution field is filled with any value, the issue is closed.