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!

[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.

What you can do in Team-managed projects:

• Rename statuses for customers
  Go to Project settings → Request types → Workflow statuses. You can give each internal status a customer-friendly name. For example, “Investigating,” “Waiting for Info,” and “Fix in Progress” can all appear as “In Progress” in the portal. Internally, your team still sees the detailed statuses.
• Custom field + automation workaround
  Create a custom field like Client Status, show it on the portal, and use Automation to update it whenever the internal status changes.
  Keep in mind that Email notifications will still show the real status unless you edit the customer notification templates to use your custom field instead of {{issue.status.name}}.
• Third-party apps that might work that you could check:

ScriptRunner and JMWE but I haven’t used them in team managed projects so I’m not sure which functionalities work and which don’t.

For customer facing projects I wouldn’t suggest 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!