Hiding Ticket Status from Customers

Question

I have a an 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.

Mikael Sandberg · Answer

In the report you would see the detailed status, the customer visible statuses are only applied to the portal, nowhere else. You could work around that if you had an app like Custom Charts since that allows you to rename the statuses in a list view.

If you go the custom field route, you would have to either set the client status manually, via a post function in the workflow, or via automation.

Another option that is simpler would be to use sub-tasks, or depending on what you are doing in the detailed statuses use Forms if you are just adding/wanting other teams to review and fill out some information.

james.maida · Answer

1. What happens when I run an issue report that list"status" as one of the columns? I need to provide this report to the client monthly but I need them to only see the 4 simplifled statuses. Will this column show what client sees or the more detailed workflow status?

2. If it shows the detailed status, that is why I was suggesting I may need seperate custom "Client Status" field so when I run the report - internal reports we use "Status" and those reports we send to client would show "Client Status." This could be reversed depending on if the non-custom "Status" field shows the simplified 4 workflow status instead of the 8 detailed status.

Mikael Sandberg · Answer

Hiding/renaming the statuses that the customer sees in the portal doesn't effect what the agent sees in the queues. So for if example you have a status called Escalated, but you rename it to To Do for what the customer sees, your agent would still see Escalated as the status.