How to Display a Read-Only Custom Field ("Customer-facing Status") on the Customer Portal After Requ

[田中優貴]

Hi everyone,

I'm building a workflow in Jira Service Management (Team-managed project) and I’d like to ask for advice on how to manage status visibility between internal users and customers.

Background:
Internally, our team uses three detailed statuses to track issue progress:

• Investigating
• Waiting for Information
• Fix in Progress

However, for customers viewing the issue in the portal, we want to simplify these into a single status like "In Progress", so they don’t see the internal breakdown.
This way, our team can manage the issue in more detail, while customers only see a clean and simple status.

To achieve this, I created a custom Select-type field called "Customer-facing Status", which is updated automatically based on internal status changes using automation rules.

What I’m trying to do next:
After a customer submits a request, they are redirected to a screen where they can view the current status and other request details — specifically, the right-hand side panel of the portal screen.
I’d like to edit the fields shown in the area circled in the attached image, so that the "Customer-facing Status" field appears there.

My goals are:

• Make the field visible on the post-submission screen
• Ensure it is read-only for customers
• Exclude it from the initial request form
• Optionally, hide the actual internal status from the portal view (as long as it doesn’t interfere with notifications or other logic)

Questions:

1. Is it possible to display a custom field only on the post-submission portal view, and not on the request form?
2. Can I make this field read-only for customers?
3. Is there a way to hide the actual status field from the portal view without affecting backend logic?

Any tips, workarounds, or best practices would be greatly appreciated!

Thanks in advance,
Yuki Tanaka

[Valerie Knapp]

Hi @田中優貴 , thanks for your detailed post and description of what you are trying to achieve.

Is there a reason you can't use the 'Workflow statuses' tab here in the Request type configuration to show an alternative / more customer-friendly status name in the portal?

Best wishes

[田中優貴]

Thak you for your reply !!

I'm using a team-managed project, so I can't see the 'Workflow statuses' tab like in company-managed projects. I want to show a custom field on the portal, specifically in the right-hand section where the status is shown. How can I configure that?

[Valerie Knapp]

Hi @田中優貴 , thank you for your reply. I think, unfortunately, it will not be feasible to replicate this company-managed functionality in a team-managed project. If you can't change the project to be company-managed, I do not know how to do this.

Sorry!

[田中優貴]

I appreciate your reply. Thanks to your assistance, I was able to acquire new insights.