How to edit/delete statuses in Customer Portal

Question

Hi,

In our Customer Support Portal, there are statuses visible to customers that are obsolete.

I have checked Project Settings > Request Types > Workflow Statuses, but can't see these labels/values in any of the workflow diagrams.

Any tips would be appreciated.

Thanks!

Susan Waldrip · Answer

@Jorden Minos , is it possible the customers have tickets that at some point included the now-obsolete statuses? I think the drop-down filters on the portal are dynamically created based on the tickets available to the customer to filter on. IF that's the case, then the Status drop-down list might include all statuses that have been used in all the issues whether or not those statuses are in the current workflow.

Can you use the Issue Navigator (Filters > All Issues) to review that customer's tickets and see if some of those obsolete statuses were used in their older tickets?

Jorden Minos · Answer

Hi @Susan Waldrip , thank you so much for pointing me to that post as I hadn't seen it.

I checked the workflow statuses for the three request types we have setup.  All of them have the same status values (as each request type is setup on the same workflow), per attached.

I was hoping to find the redundant statuses in there, however the unused statuses like "Ticket Received" and "Function broken" aren't there.

Any further tips appreciated!

Susan Waldrip · Answer

Hi @Jorden Minos , I found another post in the Community that may be of help to you: https://community.atlassian.com/t5/Jira-Service-Management/How-to-delete-unused-statuses-from-portal-filter/qaq-p/2681965.

If not, please respond and I or someone else will dig further, thanks!