hi, we continue to implement JSM into the technical support service. The problem is, we use a portal where customers can see their tasks and correspondence with support, we do not want the user to see the status of the task and status changes. * see screenshot We want to protect the user from unnecessary information about the progress of work
How to hide this information from the portal, please tell your colleagues.
On the first question, the issue has been resolved, thank you.
But the second question is about updating statuses and setting them in the Project Settings> Customer Notification section, in this section setting up email notifications, even if you turn off all notifications, they will still remain in the portal.
Hi @Anton Zabolockii ,
There are 2 things you can do to deal with both these issues.
First, the status you see in the top right corner. It is a good thing that there is status information, first of all. This will eliminate all kinds of unnecessary questions from your customer that are just about: "hey, can you tell me what the status of this ticket is". But when you design a request type form in your JSM project, there's a tab where you can translate your internal workflow statuses into customer facing status names. That way, you can reduce these statuses to something like Open > In Progress > Waiting for Customer.
And second, the status updates you see on the ticket are customer notifications. In this case, a notification is being sent out on every status update of the ticket. You can disable those notification emails on Project Settings > Customer Notifications. Just have a good look at the different events there that trigger notification emails and tweak those to your desired situation.
Hope this helps!
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