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증상

When a customer navigates to (Customer Portal > My requests > Closed requests), they are not able to see their closed requests. Closed requests show up under Open requests.

원인

Service Desk filters Open and Closed request based on the Resolution. If a request has a Resolution, it will be considered Closed and will show up in Closed requests. The Status of the request will not matter.

  • In this case, the issues that are missing from Closed requests do not have a Resolution set. This will cause them to appear under Open requests

해결방법

Set the Resolution field of the request and it should show up in (Customer Portal > My requests > Closed requests)

  • How to Edit the Resolution of an Issue
    • Warning: The workaround described in this article may cause notifications to be sent to customers because the workaround involves transitioning issues
    • The "Send Email" checkbox on bulk operations does not affect notifications to customers so the notifications will be sent regardless of the checkbox
    • The "ScriptRunner" alternate method is a way to set the resolution without transitioning issues.
  • A Workflow Post Function can be added to the workflow in order to Automatically set the resolution when the issue is transitioned into closed status
    • Typically a second post function is used to clear the Resolution when the issue is transitioned from Closed to an open status.

 

 

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