Automation to modify the automatic response of the portal

Lihana Paola Vasco Cardenas

Good dayThrough a request, we were able to identify that from the client's portal, every time we make a transition or a movement according to how the flow was conditioned, this change is shown and is visible to the client. According to research, it is evident that every time we set a status in a flow, it comes with certain predetermined subsequent functions in Jira. The function that notifies the portal and saves the information is called "Update the change history of an issue and save the issue in the database." This function cannot be edited or deleted, etc. However, I would like to know if it is possible to create an automation or script to hide that movement from the client portal.

Kai Becker

Hi @Lihana Paola Vasco Cardenas 

Jira Service Management lets you modify the mapping between internal and customer status. 
This can be done for each request type individually. This will allow you to map your internal steps to one “in progress” status for the customer for example. Documentation on this: https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-workflow-statuses-for-a-request-type/