Both statuses are visible in Customer portal Internal and the Mapped one

Question

Hi Community !

This is my first question about Jira Service Management here in Community !!

Please help me to understand the problem.

I have 3 request types in JSM:

- Bug report

- New Feature

- Support

All these 3 request types have a workflow that includes the status "Triage" which is mapped as "Analysing" for the customers. Meaning, the customers should see "Analysing" instead of "Triage".

But somehow, the customers sees both "Triage" and "Analysing" statuses in portal "My Requests" -> "Status" dropdown.

I did check on the followings:

- There is no any transition from/to "Triage" status on all 2 workflows that has "Show transition in customer portal" checkbox enabled

- The status mapping is correct for all 3 request types

Where else can I check to exclude "Triage" status from portal status dropdown for the customers ?

See the screenshots.

Thanks,

Arthur

Arthur Harutyunyan · Answer

Hi @Valerie Knapp thanks for the reply.

Actually the second screenshot is from the Portal. But what is interesting, is that the customers sees this "Triage" status ONLY in "Status" dropdown in "My Request" page.

But, if they filter the request by this status they see nothing. But when they filter with the mapped status "Analysing" they see the corresponding requests.

So, seems like the "Triage" status somehow exposed to customer portal.

Valerie Knapp_dpp5c6 · Answer

Hi @Arthur Harutyunyan , thanks for your question.

I agree the configuration looks correct on the request side. Please can you include a screen of the portal so we can see what the portal viewers are seeing?

Cheers