Change "pending" to show the actual reason for pending.

Question

If I place a ticket on "Pending" I'd like for it to show the end use why this is the case when they look at the ticket. So instead of the status saying "Pending", change it to say "Waiting for Vendor", or "Waiting for Customer", as per what is set in the Pending Reason field. As it stands I can't see any way to display this information at all.

This way they can quickly see where a job is at by looking at it and not needing to go into the notes and figure it out.

Nick S_qjt6h2 · Answer

Hi Kalyani,

This looks very useful, thankyou :)

Cheers,

Nick.

unknown · Answer

Here is a link to Atlassian Documentation, you could refer to - https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html#Configuringrequesttypesandworkflows-CustomizingWorkflowCustomizetheworkflowstatusesforarequesttype

-Kalyani

unknown · Answer

Hi @Nick S,

If what you are looking for is to map a single internal status ('Pending') to multiple external (Customer Viewable) statuses based on the Workflow, here is what you do.

a. Go to the Project Settings page of the JSD project in context and Click on 'Request Types' in the left Panel as shown -

b. Click on 'Edit Field' for each Request Type

c. Click on 'Workflow Statuses' tab

At this point, you will be able to set what the JIRA Workflow status will say and what the corresponding status should be for Customers. You will be doing this exercise for all the Request Types, as required.

Hope this is what you are looking for!

Thanks

Kalyani