Status Changes in Customer portal shown multiple times

[Romy_Kaminsky]

Hi,

I hope, someone has a hint for me and can help out.

We are still evaluating Service Desk for Server. I´ve setup a request type and have a workflow.

The workflow has internal statuses like "open 1st Level", "in work 1st Level", "in work 2nd Level" and so on.

I have configured the portal view for the customer in the project settings in request types -> workflow statuses as described here:

https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html?_ga=2.73249232.2136318170.1549624814-1904681904.1527247224#Configuringrequesttypesandworkflows-CustomizingWorkflowCustomizetheworkflowstatusesforarequesttype

So I have mapped the statuses above all to "in work", so I would expect, that for the customer in the portal the changes are not shown, but unfortunately they are, although they have the correct customer-friendly status name "in work":

Is there a way that there is only one status change shown?

Thanks!

Romy

[Knut Arne Ristebråten]

Hi Romy,

I don't think the ability to hide statuschanges is available in JSD - not sure if any addons have the feature to do this either - maybe somebody else knows something about this.

But there are a Suggestion request registered at Atlassian for the feature to be able to hide the status-changes from the portal. I recommend that you vote on this feature.

You can find that request here: https://jira.atlassian.com/browse/JSDSERVER-4174

All workarounds that I've seen regarding this is to customize the workflow to have less status-changes, not a optimal workaround in my opinion.