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Hide Status(es) from Customer Portal view

Tiffany Broadbent May 19, 2017

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

1 accepted

4 votes
Answer accepted
Nic Brough [Adaptavist] Community Leader May 20, 2017

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

Tiffany Broadbent May 22, 2017

Perfect, thank you!

Tomasz Kopera Feb 23, 2018

 Nic, I don't understand it. This "hiding" is just re-naming statuses but it has nothing to do with notifications. They are still being sent to customers under "original" names :(

Nic Brough [Adaptavist] Community Leader Feb 23, 2018

That suggests you have set up the email channels wrong.

Constance Hua Sep 20, 2018

Hi Nic, 

The issue with your solution is that the logs will still appear, even if statuses have the same name. In the end there will be as many logs as shown in the screenshots, they will just have different names.

If you have a solution to avoid duplicate logs from "in progress" to "in progress" that would be interesting!

2 votes
Steve Terelmes Oct 12, 2017

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.

Tomasz Kopera Feb 23, 2018

Steve, I think it could be done by Settings   > Automations

Firstly, you disable notification in Customer notifications:

Customer-visible status changed

In fact it's not working correctly as it sends notifications at ANY transition, there is no such thing like "customer-visible status" in terms of separate object - there are the same statuses as in workflow.

Then you go to automations and you can play there to set notifications to the right people under certain conditions with regards to status transitions.

PreetiD Jun 04, 2018

Hi Steve and Tomasz, did you get answer to your question ? I have the same situation where I would like to make all the Status Transitions invisible (in Customer Portal) for Internal Customer. Moreover I want to send the email on the last transition (close) that can be achieved with the help of Script Runner.

Can anybody suggest how to make the Public Comments invisible in Jira Customer Portal? We have the requirement that Customer only gets the first mail and the last mail (Script Runner). Internal Customer can create a ticket in Portal but should not see (in Portal) any status Transitions or any Public Comments written in the Ticket. Is it possible ?

 

Thanks in advance.

PreetiD

Umar Ahmed Dec 19, 2018 • edited

Hey, did you find out if its possible to hide all the status changes ?

Thanks

Umar

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