How to prevent internal workflow statuses from appearing in the customer portal?

FS TUNNEL-Equipe Mgt

Hi everyone,

I'm facing an issue with JIRA Service Management.

In my project, I have multiple request types:

• Customer request (visible on the portal)

• Internal requests (with restrictions applied so only internal users can access them)

Each request type uses its own workflow, and I have properly restricted internal request types so that customers cannot access them or create them.

However, in the request tracking view of the customer portal, customers can still see statuses that belong to all workflows — including internal ones. This results in a long and unclear list of statuses for the customer, which shouldn't be the case.

My goal is for customers to only see statuses related to their own customer requests, not statuses used by internal workflows.

Here's what I've already checked:

• Each request type uses a separate workflow

• Internal request types are restricted

• Some statuses are likely shared across multiple workflows

My questions are:

1. Does using shared statuses across multiple workflows make those statuses appear in the customer portal, even if the workflows are used only for internal requests?

2. If yes, is the best practice to create entirely separate (unique) statuses for internal workflows?

Thanks in advance for your help.

Marc -Devoteam-

Hi @FS TUNNEL-Equipe Mgt 

Welcome to the community.

1. Yes
2. No

Statuses in the system should be reusable.

Only create specific statuses if another status can't cover it.

Any status used in a workflow in a single JSM project will be visible in the request tracking view. This doesn't relate if a customer can't use request types not using that workflow

So best practice to separate request level is to have a separate project for internal requests.