Transitions to a status that is visible to the customer

Question

Hi Everyone,

I'm trying to minimize emails notification to our customers and want to keep just 3 notifications

- Issue created

- New external comment added

- Issue is ready for review (certain status)

Based on this question I have to go and switch the configuration in the Project configuration to turn off "Customer-visible status changed". Although it's not clear at all what statuses are visible and which are not.

Any advise would be helpful - thank you!

Ivan Lima · Accepted Answer

Hi, @Andrew Zarudny. Have a look at https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-workflow-statuses-for-a-request-type/, which describes the steps to customize the workflow statuses customers see.

Cheers,
IL.

Kris Dewachter · Accepted Answer

Hi @Andrew Zarudny ,

You can control the workflow visibility status in the request type.

You can find more information on this page: Customize the workflow status in the request type

A transition between two workflow statuses can be hidden to the customer by giving them the same status name.

BR,

Kris