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How do I make the pending reason visible to customer

Alexandru_Roberto_Tenea

Hi,

I'm asking this because I searched for an answer but I couldn't find anything helpful.

I want to make the "Pending Reason" visible to the customer's ticket on the portal.

So If I place a ticket in "Pending" with a reason like "More info required" , I want this "More info required" to appear on the client ticket .

Is there a way to do this?

Thanks,

Accepted answers

Meg Holbrook

Hi @Alexandru_Roberto_Tenea - go to Project Settings > Request types > Edit fields > Add a field

All comments

Meg Holbrook

Hi @Alexandru_Roberto_Tenea - go to Project Settings > Request types > Edit fields > Add a field

Alexandru_Roberto_Tenea

Hi Meg,

If I do that, the customer will have another field to complete. I don't want him to complete a filed. I want the "Pending Reason" to be visible, when I, the service desk team, change the status of the ticket from "In Progress" to "Pending".

Meg Holbrook

@Alexandru_Roberto_Tenea - would it feasible for you to copy the 'pending reason' as a customer-facing comment?

I don't think there's a way to accomplish what you're asking in terms of displaying a view-only field to the customer.

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