Service desk - is it possible that transitions in customer portal have different name?

Amir Katz (Outseer)

Hi, I created a transition from "Pending Customer Information" back to "In Progress", which will fire when customer responds with information. I made it visible in the customer portal. I named it "Customer responded, proceed" (so Agents will know what to do), but this is not the text I want the customer to see. I would like it to be displayed as "Provided information" (or whatever).

Is this possible at all? Thanks

Jamie Rogers

HI Amir

From what I understand you want to do is have a different name for the status in the customer portal for the customer?

 

To change this open the request type (in project settings) and go into edit fields - there is a tab there called workflow statuses and you can set a name for each status that the customer will see. For example in one of my workflows the status "in progress" is displayed to the customer as "we're working on it" so its a bit more interesting than the default status name

Unfortunately you have update every request type (I had like 30 to do) and couldn't see a way to clone it this setting to every request to save time.

 

Regards, Jamie