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How do we add or remove options in the customer portal ticket view




Please can you tell me how to remove or add options in the help centre customer portal ticket view.  E.g. I would like to remove Escalate and Resolve this Issue from some Projects?


Many thanks,


3 answers

2 accepted

4 votes
Answer accepted
Jack Brickey
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Nov 08, 2018

@Cathy, try going to your workflow and click on the transitions that feed Escalate and Resolved (or similar) statuses and uncheck the box that says "show transition in the customer portal".

portal transitions.jpg

Thanks so much Jack.  Perfect :)


Maura Swart
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Jul 03, 2019

This also worked for me.  Thank you Jack!

That did it! Thanks for the info!

0 votes
Answer accepted

Transition Issues Edit workflow -> Edit transition -> when you click it "Show transition in the customer portal" should appear, uncheck that.

Greetings! (my first post over here)
I'm trying to achieve the same (JSD cloud) but can't seem to find a way of "clicking" on the transitions that feed Escalate to hide this in the customer portal. Is this supported in the cloud version?


Thanks !


Said nothing! Just found it by editing a draft. Sorry for the dumb question

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