How to hide task status and task status in jsm portal?

Question

hi, we continue to implement JSM into the technical support service. The problem is, we use a portal where customers can see their tasks and correspondence with support, we do not want the user to see the status of the task and status changes. * see screenshot We want to protect the user from unnecessary information about the progress of work

How to hide this information from the portal, please tell your colleagues.

b6f9d4dd-5ba1-4a56-8ceb-4edf8b668073 · Answer

Hi @Walter Buggenhout

I have similar issue at hand, let me share some details hoping that you could shed some light on how we could resolve it.

This month, we will open our JSM to one of our vendor; normally we have status to inform our customers that named Vendor Assigned ("Va"). We use this status for the case that are required specialists of vendors and we wait them to resolve issue.

As mentioned, the employees of the vendor will be using our JSM as if they are our internal agents nevertheless due to our contract they will be hold responsible for two SLAs. One is 1st respond and the other one resolution time.

For to keep clean track, they would like us to add a status for them as Vendor Responded and Vendor Resolved only for reporting purposes. It is actually logical and quite practical for us too. Nevertheless we do not want our customers to see vendor is responded and resolved; we only would like to share the status is as Vendor Assigned.

Due to the aforementioned reasoning, we would like to know if it is possible to hide only few certain status from customers? and how ?

I wonder if you could provide some assistance, in any case please allow me to share our appreciation for your attention.

Sincerely

Anton Zabolockii · Answer

On the first question, the issue has been resolved, thank you.

But the second question is about updating statuses and setting them in the Project Settings> Customer Notification section, in this section setting up email notifications, even if you turn off all notifications, they will still remain in the portal.

Walter Buggenhout · Answer

Hi @Anton Zabolockii ,

There are 2 things you can do to deal with both these issues.

First, the status you see in the top right corner. It is a good thing that there is status information, first of all. This will eliminate all kinds of unnecessary questions from your customer that are just about: "hey, can you tell me what the status of this ticket is". But when you design a request type form in your JSM project, there's a tab where you can translate your internal workflow statuses into customer facing status names. That way, you can reduce these statuses to something like Open > In Progress > Waiting for Customer.

And second, the status updates you see on the ticket are customer notifications. In this case, a notification is being sent out on every status update of the ticket. You can disable those notification emails on Project Settings > Customer Notifications. Just have a good look at the different events there that trigger notification emails and tweak those to your desired situation.

Hope this helps!