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Visually show issue progress/status to user in service desk

Alexandre Godin

Hi,

Is there a way to visually show a user the progress going on in an issue in Service Desk? Either with a progress bar relative to the workflow or with something even more visual like the shipping status diagram below?

Or is it possible to just show the full workflow to the user? All we can see now is the name of the workflow step the issue is currently at ... more info would be nice.

Thank you!

Accepted answers

Joseph Chung Yin

@Alexandre Godin -

Unfortunately (out of the box), it is not possible to display the full WF progress (status to status) to the customers via the portal. All customers will see on his/her issues are the issue's current status.

You may want to search in Marketplace for third party add-on to give you what you wanted. I am not aware of any add-on yet at this time that give you the visual process image. https://marketplace.atlassian.com/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Ismael Jimoh

The following is currently not possible in the application. I’m not even sure there’s an addon with such a feature available. Regards

Joseph Chung Yin

@Alexandre Godin -

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Ismael Jimoh

See the existing feature request here: https://jira.atlassian.com/browse/JSDSERVER-3419

Kate Pawlak _Appsvio_

Hello,

In native JSM, there is no such possibility. You can achieve it only with an app developed by my team called Feature Bundle for Jira Service Management. One of its features is possibility to display workflow steps where you can define the whole workflow for customers with an explanation of what every step means. It also provides more useful features, such as the possibility to edit requests on the customer portal by customers or customizable banners.

If you want, we can organize a demo for you You can book a session here: calendly.com/appsvio

Best regards,

Kate

Appsvio | Atlassian Community Leader

Alexandre Godin

Thank you for answering! We may look into the add-on Feature Bundle for Jira Service Management at a later date.

Alexandre Godin

Looks good! I've sent this information to my colleagues who are in charge of the project.

Travis

I'm only 4 years late but --

Great question, and the shipping status analogy is exactly right — customers today expect that kind of visual tracking for everything, and it's frustrating that JSM just shows a status label with no context about how far along the request actually is.

The native portal really only surfaces the current status name, and there's no way to show workflow steps or a progress indicator out of the box.

I'm one of the developers behind Prism for Jira Service Management, and progress visualization on the customer portal is one of the core things we built. Prism shows progress bars and completion milestones for linked Jira Software issues directly on the portal — so if a request is linked to development work, customers can see how it's tracking in real time, similar to the shipping tracker concept you described. Agents can also post manual milestone updates.

It Here's the Marketplace listing: https://marketplace.atlassian.com/apps/1427587610/prism-for-jira-service-management

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