Customer and work item statuses mapping problem

Question

I created a customer service management project and an user experience linked with that CSM.

I also created a simple form with summary and description (similar to default one) and assigned the "problem" work type

When a customer creates a request in portal, the initial status is "submitted".

If i move the work item to “in progress”, status in portal does not change and it stays to "submitted".

if i move it to “done”, its changed to “resolved” in portal.

CSM configuration is default.

I searched the entire CSM project settings and i find nothing about mapping customer statuses to internal work type statuses. (similar to JSM mappings)

Any ideas?

Mathias Harries Madsen · Answer

@Kimon Papadopoulos @Taliah15 
I reached out to atlassian support who confirmed for me that this feature is not implemented in CSM, a feature request has been made for it.

[CSM-9] Customers should be able to display statuses based on their workflow or customize which statuses are visible to their end users. - Create and track feature requests for Atlassian products.

Mathias Harries Madsen · Answer

Experiencing the same difficulties as you @Kimon Papadopoulos , did you manage to find a way around it?

Taliah15 · Answer

The status sync between work item and portal in CSM can be tricky since, unlike JSM, CSM often uses default mappings behind the scenes without explicit configuration options. Since "done" maps to "resolved" but "in progress" doesn’t update the portal status, it likely means intermediate status mappings like "in progress" to "open" or "working" are implicit or missing. A quick tip: double-check if the workflow statuses for your work type align with CSM’s expected lifecycle or consider adding post-functions or automation rules to explicitly update portal statuses on transitions. Sometimes a small tweak in the workflow or automation bridges the gap perfectly! @Kimon Papadopoulos If it works, kindly plz let me know.