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Customer Portal Status Filter showing too many statuses


I have a Jira Service Management Project and a customer portal connected to it. On the Customer Portal, the filter for statuses is showing too many statuses to choose from:-

  • some are duplicates - I have already checked Settings -> Issues -> Statuses, but there are no duplicates there.
  • some are non-existent - again in Settings -> Issues -> Statuses those statuses don't exist.

Would someone know how to clean up the Status Filter, so only the relevant statuses are visible?

Thanks a lot in advanceJira-Customer-Portal.jpg


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Welcome to the Atlassian Community!

I suspect you have let people create "team managed projects" - these don't use the global list of status for their workflows, they use their own local lists which can then duplicate status.

The search options can only present you with a list of all status in the system global and all the team-managed ones.

The only way to "fix" this at the moment is to migrate all the issues in the team-managed projects to new company-managed projects, and delete the team-managed projects.  (And turn off people's ability to create them)

Thanks @Nic Brough -Adaptavist-! So, if internal teams want to use Team Managed projects AND we have external customers using the portal, there's no way to NOT let customers see other customers' list? For e.g.

All our customers would see

  • Customer A
    • Status 1
    • Status 2 
  • Customer B
    • Status 3
    • Status 4

I'm not sure what the customers have to do with this status.  The issue status is not something customers have access to.

We use SM to work with our clients for support services and UAT. In both instances, clients/customers want to see their issues and filter them by status.

So you are going to give them all Jira accounts and let them log in so they can see the issues?

They all are added through Customers under their Org. Their Org has 5 customers entering 3 request types - Support, Bug, and New Feature.

On the portal, when each customer under the Org tries to filter tickets by Status and/or Request Type they see values in each filter from other clients. 

Each customer has a Jira account but can only access Jira and Confluence, not Service Management.

Hope this makes sense.

Could you be clear whether these users are customer accounts or you have given them full Jira accounts (whether for JWM or Jira Software)?

They have Jira accounts to use for Jira and Confluence.

To access Service Management, they have customer accounts only.

Jira accounts do not let you use Confluence.

Could you please tell us what access these accounts have to Jira?  What application access do their "Jira accounts" have?  Jira Software or Jira Work Management (core).

Or are they just customers with no Jira accounts?

I may be using wrong terminology. Here's how the user account is setup when I look under User Management, so they can access Jira Software.

Screen Shot 2022-09-21 at 8.47.46 AM.png

Second screenshot is of the same person set up as a customer, so they can submit bugs during UAT WITHOUT having an agent account.

Screen Shot 2022-09-21 at 8.49.58 AM.png

Just a follow up on this. The Change Calendar Status filter shows values from ALL active workflows within the system. 

This makes it unfriendly to users in big organisations. Is there a way to have the values contextually set to just those from the workflow associated with the project?  

Even when the Project filter is set the Status filter is way too wide in scope



Lenny Whitehead

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