How to display resolved requests in open request list in customer portal for the user

[Robert]

Hi!

In our JSM workflow we have a step close to the end called 'Resolution suggested'. In this step we set the resolution, to display this information to the customer. Same thing I see in the Atlassian support. So I wanted to 'copy' they way of work, and apply this step in our workflow. The user then can approve or reject the resolution.

But when the resolution is set, the issue disappears for the customers list in the Open issues view. It can be found in the Closed ones only. This is not very comfortable for them, as the issue is not yet solved (accepted by them). Why this is working in Atlassian, and why not in their own product? How can I achieve this? Or if this is not possible, how to communicate it to them in the right way, what resolution we suggested (and this is set if they accept it). Using comments only maybe not the most professional way.

Thank you

[Jack Brickey · Accepted solution]

The resolution being set moves the issue to the closed category as you have seen. I might suggest a custom field for this intermediate status. Just don’t call it resolution as that would creat confusion.