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How to hide task status and task status in jsm portal?

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

2021-11-03_10-25-46.png

How to hide this information from the portal, please tell your colleagues.

2 answers

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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