Jira Service Management Client Portal: Open issues in the Closed Requests Filter - How to fix
We utilize a structured workflow for our ticketing system to effectively manage client issues through Jira Service Management. A critical component of this workflow is a custom status named "Waiting for client review," which we employ once our team has addressed an issue and it's time for the client to review the work and provide feedback.
Occasionally, clients may wish to reopen a ticket. However, one of our clients recently reported a problem: the issue they wanted to reopen could not be located under “Open requests” in the Client Portal; instead, it remained in the “Closed requests” section.
This situation can be frustrating for clients, as they expect open requests to be accessible in the appropriate section. The misclassification of open requests as closed ones can lead to confusion and dissatisfaction.
Upon investigation, we discovered that Jira Service Desk categorises an issue as open or closed based on the "resolution" field. If this field is set, Jira considers the issue closed, regardless of its actual status.
To address this problem and ensure that the tickets appear correctly in the "Open requests" section, we implemented a solution using Jira Automation. By automating the management of the "resolution" field, we can ensure that issues are accurately reflected in the client portal, enhancing the user experience and reducing frustration.
Here's a summary of the steps we took to resolve the issue using Jira Automation:
Identify Transition Points
Determine the points in your workflow where the status of an issue transitions to or from a state that should be considered open or closed.
Create Automation Rules for these points
Set up rules in Jira Automation that automatically clear the "resolution" field when an issue is moved to an open status and set it when moved to a closed status.
- Go to the project settings -> Automation.
- Create a new rule.
- Name the rule "Reset resolution on Re-Open Issue".
- Add the following "When trigger":
Add a new THEN action which will edit the Issue field. We now edit the resolution field by inserting a empty JSON value to it. This resets the field:
Enable and go 🚀
Make sure to enable the Automation and test it and you should be good to go! Hopefully this helps you as much as it did us, because we got lost in the available Jira support threads. Thanks to Mark Hagen (Humanitas) for addressing this issue and helping us with testing the solution.
