How can I mangage 2 statuses of any service request?

[Quiddity Xperience Team]

Hello Atlassian Support,

Is there a way to manage two statuses in JIRA Service Desk. One status is for the customer and another one is for the Product Team?

We have a CRM product Quiddity, whose Customer Feedback directly creates a Service Request in JIRA. Changing its status sends an email to customer as the JIRA notification is on. But we need to bifurcate the statuses of the current request as 'Not going to Implement', 'Backlog', etc. We do not want the customer to know the internal discussion about the feedback. Turning off the notification for the status change will not solve the purpose as the customer will feel we are not working on their request.

Is there any other way to resolve this? some custom field or something else?

Thank you,

Regards,

Meera.

[Alexey Matveev · Accepted solution]

Hello,

It is possible in Jira Service Desk. You can map internal statuses in Jira to statuses, which will be visible in the portal.

You can find more info here:

https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html

Go to the customize workflow statuses for request types part

[Quiddity Xperience Team]

Thank You!

[Alexey Matveev]

You are most welcome!