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Jira Service Desk's customer portal not showing ticket in specific status

Emal Hashemi May 11, 2023


hope you're well!

My customers can see their tickets in the customer portal but only these status:

  • "closed"
  • "resolved"
  • "open".

They can't see ticket in these status:

  • "Waiting for Support"
  • "Waiting for Customer"
  • "On Hold"

I saw we can not manage filters in customer portal.

I suggest, these specific satus are not considered open or close.

Any idea ?

Thanks for your help people!


1 answer

1 vote
Tansu Akdeniz
Community Leader
Community Leader
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May 11, 2023

Hi @Emal Hashemi 

Customers see the issue status with a different status name? If yes;

Go to project settings -> request types -> edit -> workflow statuses -> Status name to show customer and change the the name. If you want to show the exact names, just leave blank.

Customize the workflow statuses for a request type

Emal Hashemi May 11, 2023

Thanks for your feedback.
All seems to be good:
2023-05-11 19_55_37-Edit request type - Service project.png

I realize this a request participant who notify me for this problème, 
Is there anything changing if you are reporter or request participant ?


Emal Hashemi May 11, 2023

I tried to reproduce with my personnal account and create ticket with all different status, and i can see all of them,

It seems to be on the user of the customer.
Could we apply filters on users ?


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