Hide Status(es) from Customer Portal view

Is there a way to hide different status transition activity from the customer? Our agents change the status a LOT when working on an issue and I would like to limit how much activity the customer sees. I'd prefer if they only saw when an issue was created, in progress, escalated, closed, etc. instead of all of our extra statuses we have (Assigned to Team 1, Assigned to Team 2, etc....)

portal_activity.PNG

2 answers

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2 votes

It looks like you might have mapped your customer status directly on to your JIRA workflow.

One of the reasons people use Service Desk is that it can hide the internal JIRA status from the customer by grouping them together into more simple ones.

See https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html#Configuringrequesttypesandworkflows-CustomizingWorkflowCustomizetheworkflowstatusesforarequesttype

But the original question is still a really good one. How do you hide workflow status from clients in the portal? You can change the status name, but I can't see a way to hide it completely. 

Business case: Client needs to take action on an issue (provide an attachment) in one status of the workflow. But should not see the other statuses in the workflow.

Side Note: It would also be a really neat feature to hide the issue when in statuses that are not relevant to the client. I guess this could be done with Issue Security Scheme, but that is messy.

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