JSM Status Name on Customer Portal

Question

Hi,

I have renamed some statuses in order to show customers "in progress" status for all the statuses that have different meanings just for the agents.

The visible status to customers in their request is correct ("in progress"), but the filter in the requests panel shows all of them:

Is it possible to hide these statuses also here?

Thanks

Francesco

Hans Polder_7ci2ta · Answer

@Francesco Carullo MMS ,

Apologies, you're totally right! I skimmed through the screenshots as I don't understand Spanish, but I should have noticed this was still the customer portal side.

I agree, this is not really logical. In my test environment I see the same (and actually ALL the statuses in all the workflows that are used in all service projects, as it seems. I would use the 'Give Feedback' button in your service project to provide this feedback to Atlassian, as I wouldn't know an option to change this behavior (other than actually changing your workflow itself)

Francesco Carullo MMS · Answer

Hi Hans,

thanks for your reply. Probably my explanation wans't clear, I'll try again.

My agents are just fine, no issues in their visualization.

I'm referring to the filter that is visible in the customer portal, where cutomers can see all their requests. I mean, the status in each single requests is correct (always "in progress"), but in the requests panel there's a filter that shows all the statuses, also the ones that are supposed to be hidden to the customer. I'd like these additional statuses that are visible in the request panel to be hidded, just like in the request itself.

Thanks

Francesco

Hans Polder_7ci2ta · Answer

@Francesco Carullo MMS ,

Not to my knowledge. The feature was designed to simplify the statuses shown to end customers. I believe your agents should still be able to see all statuses... Or you would need to simplify the workflow itself (which is not the right call, I would say).

If you need a simple filter to catch all 'In Progress' statuses, you could do a regular Issue Search using JQL "statusCategory = "In Progress". I don't believe this is possible within the queue itself.