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Show Work Item Statuses from the Customer Portal Site

Cyril Duvignau
Cyril Duvignau
February 9, 2026

Hi,

How could we reflect the current status of the Work Item.

It's quite crucial for full transparency with our customers to show them that we are currently working on a ticket (work item).

From the Customer side, we only see two statuses:

- Submitted where on our side it's "In Progress"

Customer Portal:

Screenshot 2026-02-10 at 10.53.05ā€Æam.png

 

Jira CSM:

Screenshot 2026-02-10 at 10.54.01ā€Æam.png

 

- And the status "Resolved" when it's closed on our side.

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Cyril Duvignau
Cyril Duvignau
February 10, 2026

I can see that this is currently being worked on:

 

https://jira.atlassian.com/browse/CSM-9

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Kevin GĆ©rard
Kevin GĆ©rard
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February 10, 2026

Hi Cyril! 

In Jira Service Management, the 'Request type' configuration allows for a customized status mapping to how 'internal' statusses resolve to what customers see. 

So from your space, navigate to the space navigation,

navigate to 'request types' 

There you'll find a tab 'Workflow statusses', which allows to configure this. 

 

 

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Cyril Duvignau
Cyril Duvignau
February 10, 2026

Hi Kevin,

 

I can't retrieve the menu/location you are talking about.

I do have an issue with this because I'm in a Customer Service Space, see below the options that I have:

Screenshot 2026-02-11 at 10.33.20ā€Æam.png

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Customer Service Management
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