How to show a simplified status to customers while using multiple internal statuses in Jira Service

[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.

Here’s what I’m trying to achieve:

• Internally, we want to use three detailed statuses to track progress:

  • Investigating
  • Waiting for Information
  • Fix in Progress

• However, for customers viewing the issue in the portal, we want to simplify these three statuses 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.

Is there a way to configure this kind of status mapping or visibility control in a Team-managed project?
Any tips or workarounds would be greatly appreciated!

Thanks in advance!

[Aron Gombas _Midori_]

As a workaround, you could maybe add Select type custom field, called "External status" with those 3 options you mentioned. Plus, have an automation rule which updates this field based on the actual status.

It could work unless there is a lot of logic (notifications, e.g.) that are tied to actual status. Also, I don't know if you can hide the actual status from the interface that your customers see.

Just an idea.

[田中優貴]

Thanks again for the helpful suggestions!
As a follow-up, I’d like to ask about the post-submission view on the customer portal.
After a customer submits a request, they are redirected to a screen where they can view the current status of their issue.
I’ve created a custom field called "Customer-facing Status", which I plan to update using automation rules based on internal status changes.
I’d like this field to be visible to the customer on that screen, but not editable — just a read-only display.
Specifically, I’m trying to edit the right-hand side section of the portal screen (the one circled in the attached image), where the status and other request details are shown.
Is there a way to configure the portal to show this custom field after submission, and not as part of the initial request form?
Any guidance would be greatly appreciated!

[Marc - Devoteam]

Hi @田中優貴 

This is not possible in a Team-managed project, this can only be done in a company-managed project.

To show simplified status names from portal only users, use the option on each request type, via Project settings → Request types → Workflow statuses, but only possible on a company-managed project.

[田中優貴]

Thank you so much for your detailed response!

[Marc - Devoteam]

HI @田中優貴 

Based on your follow-up question, this can only be achieved by 3rd party app from the marketplace, there is no ootb option for this.

[Christos Markoulatos]

Hi @田中優貴

As far as I know there is no built-in way to merge multiple internal statuses into one simplified status for customers. What customers see in the portal and notifications is tied to the actual workflow status.

In Team-managed projects, you can rename a status, but that change applies everywhere (internal and portal). There’s no option to have one name internally and a different name for customers. So you can’t group “Investigating,” “Waiting for Info,” and “Fix in Progress” under a single “In Progress” label for customers.

For customer facing projects I wouldn’t recommend team-managed projects as in the future your needs may become more complex, and they don’t yet support many features of the company managed ones.

Hope this helps!

[田中優貴]

Thanks a lot for your help!