Request types hidden from portal still show real status

Question

Hello together,

we have request types that are hidden from the portal but are used when working on an issue.

The status of these issues are "Waiting for customer" and "Waiting for support".

Yet when an issue is being worked on, the customer can see the Status that the project is really in (the same status that we can see).

How can that be changed/disabled?

I set all the "Status name to show customer" but still it does not work. Is this a common problem in Jira?

Thanks

Alexey Matveev · Answer

Here is documentation of your Jira Service Desk Version:

https://confluence.atlassian.com/servicedeskserver0311/setting-up-request-types-946628502.html

Yousaf · Answer

Hello Alexey,

thanks for the link, but this is for Jira Cloud.. I could not find a Server documentation.

I´m running Server version 3.11 and Software is 7.8

Thanks

Alexey Matveev · Answer

Hello,

You can map multiple Jira statuses to a signle status in the portal. You can find more info here:

https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html

Go to the Customize the workflow statuses for a request type.