How do I access and edit the workflow statuses tab in service desk

[Sara Nicholson]

I have done this before and cannot, for the life of me, find where I did this! I want to customize what the status is called in the customer view. I have gone to my service desk and selected "Request Types"

But when I get to that screen there is no Workflow Statuses tab.... and I cannot "select" the Request type I want to modify.... 

I am sure it is me... can someone help :) 

Thanks, Sara

[Joseph Chung Yin · Accepted solution]

@Sara Nicholson -

Hi Sara:

To edit WF, you will need to do the following -

1) Access your project.

2) Project settings >> Workflows.  You can then edit your desired WFs.

NOTE - If you want to change the status name just for a specific project only, then you will need to ensure that the WF that you are editing is not shared with other projects.  If so, you will need to make a copy of the WF first, make your changes, then assign the modified WF to your specific project.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Sara Nicholson]

Hi @Joseph Chung Yin , thank you for responding. I am actually trying to "customize" the name of the status that the customer sees in the service desk. The statuses in my project are fine but I remember I have been able to edit what the customer sees on their view of a request ticket versus what we see on the ticket in Jira. For example, if we are doing internal testing after a code fix has been pushed to a testing environment our internal ticket status says Ready for Testing. The customer's status says "Development in Progress." I have customized the customers' statuses before and cannot find where I can edit these in Service Desk (service management). 

Hope that explains better what I am trying to do. 

Sara

[Joseph Chung Yin]

@Sara Nicholson -

OK.  You will need to access the specifics request type form, and then click on the "Workflow Statuses" tab to change it then.

[Joseph Chung Yin]

Hope this helps.  If my update helped you.  Please click on Accept Answer when you have a chance.

Best, Joseph

[Sara Nicholson]

I found what I was looking for. I had to click on "edit fields" for the request type I wanted to customize the status names on. After doing this I could see the workflow statuses tab and was able to change the names of the statuses the customers see in their tickets. Hope this helps someone else. 

Thanks, 

Sara