Customer Portal Open Requests viewing showing tickets with Done status.

[Karri Parola]

Why do requests that are Done show up in the Open Requests view in the customer portal?  See attachment.

[Joe Pitt · Accepted solution]

For done issues the id number should have a line through it. If you open one of the issues I suspect it doesn't have a value in the resolution field. 

Done status showing Unresolved

This is a problem that seems to be cropping up of late. Issues need to have a resolution set. Unresolved means the resolution field is NULL in the database. This means the workflow isn't providing for setting the resolution before going to the status flagged as Done. You need to fix the workflow.

The transition moving to ‘Done’ needs to one of two things; 1. Present a screen where the user sets the resolution or 2. Sets the resolution in a post function.

To correct the existing issues you can add a transition from the done status back to itself with a transition screen to set the resolution or a post function to set it. The other option is to add the resolution field to the edit screen (which you should NEVER do in production), bulk edit the issues to set the field and then REMOVE the resolution field form the edit screen.

[Karri Parola]

I'd forgotten about setting the resolution to done on transition.   I did that and then did a bulk update to retransition all the tickets to done and it worked.  Thank you!