How to delete unused statuses from portal filter

[Clément GENTIL]

Hello everyone

I wonder how to delete these unsued status from the client portal.

When a user tries to filter, he is seeing unused status in the project workflow.

As you can see in the second screenshot, i already deleted these status. But they are still listed in the available filter statuses.

Of course, the user is only member of a project with the status above. However, he was previously a member of another project for some tests.

Thank to anyone who could help me !

[Clément GENTIL · Accepted solution]

Ok i found out.

Duplicate statuses were linked to the name showed to customer in

Request type → (Any request type) → Workflow Statuses

Having different names accross all existing request types (or none) was the issue.

Each different name is shown to customer as different statuses, even if it's the same main one

(which is actually legitimate)

[Clément GENTIL]

Our project is already restricted because only pre-provisioned users needs to access the portal.

The thing is, there is absolutely no way customers can have tickets with these statuses.

They are not in any workflow of any projects anymore.

They were in the workflow but i deleted them few days ago.

post error

[Chris C.]

huh on ours I can only "Edit".. I am an admin of all the things.

I do wonder though, if you have a status that is NOT associated with any workflow, would you get a new option to Delete? I would think if you deleted a status that was used in a workflow, it could have a detrimental effect on that workflow. So if you edited the workflow to not use that status anymore, and thus the Status was no associated with anything, could Jira then allow you to delete it?

If your's is already like this with no associations, and still doesn't let you delete it, please let us know. I don't want to make a test one now, just to be stuck with it forever 

[Clément GENTIL]

I am actually able to delete statuses that are not associated to any workflows: 

I can't see the "empty" status on the filter list created for the test.

I got no results when searching for a request type listed 

Maybe this status was previously used in the workflow imported from a template by a service provider when he set up our JSM.

It makes sense that JSM keep it somewhere store it if it was previously used but none tickets have this exemple status.

Our customers see unused status and are confused when trying to filter their requests.

[Chris C.]

Awesome! I was hoping that would be the case.

I don't know why your customers would be seeing ALL the statuses. That isn't helpful, as you've noticed. Could it be because those other statuses are available on other projects that customer might have access to?

[Clément GENTIL]

Tried with an other project in our instance → adding other statuses to the filters.

I don't think this customer was added to other instances since it is a portal only custommer ?

[Chris C.]

I think I have the answer.
I am admin on all of our JSM projects, so I have the option to filter by status available to every project. In this screenshot I'm logged in as myself, I have 75 things to choose from, and you can see one of them is the default SAMPLE SPACE that comes with every JSM instance to get you started. I just removed it from the portal, I didn't delete it. I've got a TEST2 project where I test forms and other things before implementing them on the real project that we use daily.

But on this one there are far less options because I've logged in as my test customer account. It can only see the Systems and Security projects, and because of that, has a much shorter list.

So it seems like, your customer will see every status for every project that is visible to them. One way to limit these would be to go to the Project Settings and mark ones not everyone should be able to see as Restricted. Then only customers who are explicitly invited to those projects can see them. Our Systems and Security projects are open to everyone, because everyone needs to be able to get a password reset, or ask for a new keyboard, etc.

Project settings > Customer permissions > Channel access

If your customers should be able to get to every project, well then I guess the only option is for them to pay more attention to the options in that list, which are labeled for the project they belong to. And stop complaining :D

[Chris C.]

Also, I cannot find a way to hide specific statuses from a user. You can hide transitions from within the Workflows, but from the description of that option, it sounds like it might hide them from everyone, and making those only trigger by an automation or API call. I don't think that wouldn't be helpful here.

But this kind of makes sense. If you were able to hide a status from a customer, and they had a ticket in that status, then how would the filter work exactly? From a coding perspective. Atlassian would have to choose, either the user can see everything in "All" but they can only filter by choices the can see. Or, if the ticket is in a status they cannot see, then they can not see the ticket at all; and this way would probably break stuff in weird ways.

[Clément GENTIL]

Repost: 

Our project is already restricted because only pre-provisioned users needs to access the portal.

The thing is, there is absolutely no way customers can have tickets with these statuses.

They are not in any workflow of any projects anymore.

They were in the workflow but i deleted them few days ago.

[Chris C.]

your original screenshot had 19 status shown. How many does it have now?

Is that number different for you versus what the customer can see? You'd have to be logged in as that customer to know for sure though

[Clément GENTIL]

As an admin, i am accessign two projects (one main and one in developement), These 2 projects are using the same workflow.

i'm seeing 27

my exemple customer sees 19:

This customer only has access ton one project.

The admin account sees correctly the statuses for the second project:

[Chris C.]

hrm.. at this point, I'm thinking maybe you need to put in a Support Request. An Atlassian engineer might need to get into your instance and see what's going on. Maybe you missed something simple somewhere ( we all do this sometimes haha), or maybe it doesn't work the way you're trying to do it. They'll know. I've got 2 tickets open myself currently for things I couldn't get to do what I wanted, one of them can't work the way I'm doing it yet, but they send me the feature request to vote on for adding it.

[Clément GENTIL]

Yup looks like a weird behaviour. I will be opening a support request.

First experience here and you was really helpful and motivated ! Thanks a lot !

[Chris C.]

Yeah, most welcome! Sorry we couldn't get this sorted out easily for ya, but I learned a couple things about it along the way. Best of luck!