We have a trial version of JIRA ServiceDesk 2.3.0. I have read this article on how to change status names https://confluence.atlassian.com/display/Cloud/Setting+up+request+types. However, all fields are grey and cannot be edited although I´m logged in as a administrator with roles such as project lead and project administrator.
They are greyed out only to mark that they are taking the name from the workflow. But you should be able to click in the input field and change its value - only for Customer (so right section).
As changing the value in JIRA (for Agents) can be done only via editing the workflow.
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