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Customer Portal Requests View - Statuses

Alan Manning

On the Requests page on the Customer Portal when you select the dropdown 'open requests' it shows all service help desk statuses to the customer as an option to search by.

Is there a way to stop the customers being able to see the statuses on this list?

I have previously changed the status names so customers see 'in progress' rather than what we see internally but on the drop down list it still shows our internal statuses.

Any help would be much appreciated. Thanks.

Accepted answers

All comments

Joseph Chung Yin

@Alan Manning -

Hi Alan:

I believe you need to review your WF and ensure the status(es) transitions that you don't want customer to see in the portal that the option for "Show transition in the customer portal" is not checked. Once you updated the checkbox option to "Not Checked", then publish the WF.

After the WF is published, then you should not see those statuses anymore from the portal.

Hope this helps

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Joseph Chung Yin

@Alan Manning -

Can you include a screenshot of what list are you asking to hide? Just to make sure I address the correct ask.

Best, Joseph

Joseph Chung Yin

@Alan Manning -

If you are referring to the following screen, then I don't believe you can hide the WF statuses from the display.

Best, Joseph

Alan Manning

Hi Joseph,

Thanks for your help. I have included a screenshot below of the list the statuses show in. I will look to uncheck those boxes and come back to you.

helpdesk support.png

Alan Manning

Deleted

Sue Lund

I don't have an answer, but I am seeing the same issue. The dropdown even shows project names in it.

We only have one transition that is set to show in the portal and that is a re-open transition.

A few weeks ago, we saw this, but shortly after, the list cleaned up, again. Starting last week, all of the statuses popped back in.

Status in portal requests view.jpg

wvorigin

I'm interested in the answer on this question too.
Is it possible to only show Open / closed request instead of every single status?

Rahul Apte_i2naj1

I am facing the same problem, do we have any solution please?

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