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Jira Service desk customer need to view all tickets status in customer portal

Hi Experts,


Jira Service desk customer need to view all tickets status in customer portal. Customer don’t have Jira access.

Is it possible to provide access for view ticket status who created tickets from one the team member or team.

Thanks,

1 answer

0 votes

Hello @ravi k

Thank you for reaching out.

Per your description, I understand you would like to display the internal ticket statuses ("Waiting for support", "Waiting for customer", Closed, etc) in the customer portal, so your customers can also check which status their issues are. Did I understand it properly?

In Company-managed projects, the same statuses you set for your issues are also displayed to the customers in the JSM portal by default, unless you set a different status name in the request type. You can check how your statuses are appearing in your customer portal by following the steps below:

  1. From your service project, go to Project settings > Request types.

  2. Select the relevant request type(s)

  3. Select the Workflow Statuses tab.

  4. Under Status name to show customer, check the name displayed for that status in the customer portal
    Screen Shot 2022-08-05 at 15.20.39.png

For more details, you can check the documentation below:

Customize the workflow statuses for a request type 

Let us know if you have any questions.

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