Jira Service Desk's customer portal not showing ticket in specific status

Question

Hello!

hope you're well!

My customers can see their tickets in the customer portal but only these status:

* "closed"
* "resolved"
* "open".

They can't see ticket in these status:

* "Waiting for Support"
* "Waiting for Customer"
* "On Hold"

I saw we can not manage filters in customer portal.

I suggest, these specific satus are not considered open or close.

Any idea ?

Thanks for your help people!

Clément

Emal Hashemi · Answer

I tried to reproduce with my personnal account and create ticket with all different status, and i can see all of them,

It seems to be on the user of the customer.
Could we apply filters on users ?

Regards

Emal Hashemi · Answer

Hello,
Thanks for your feedback.
All seems to be good:

I realize this a request participant who notify me for this problème, 
Is there anything changing if you are reporter or request participant ?

regards

Tansu Akdeniz · Answer

Hi @Emal Hashemi

Customers see the issue status with a different status name? If yes;

Go to project settings -> request types -> edit -> workflow statuses -> Status name to show customer and change the the name. If you want to show the exact names, just leave blank.

Customize the workflow statuses for a request type