Status shown twice to customer in Jira Service Desk


I am using JSD for both french and english customer.

To translate fields I use an addon : Translation2


The worflow is :

button ask to customer with a comment  ==> Status Waiting for customer

Customer answer on portal ==> Status Waiting for agent (internally), status In Progress for customer

Agent click on button "In intervention" ==> Status in progress internally


I hide one status "Waiting for Agent" in request type :

Waiting for Agent = In Progress


The problem is that on the portal status changed appear twice :

"Your request status changed to in progress"

first one when customer add a comment, and second time when agent clicked on "In intervention".


How can I make it shown only once ?


The other problem is that the field In Progress is not traduced in the sentence :

"Your request status changed to in progress"

it is egual to the one I fill in request type.


How can I traduce it ?


Thank you


0 answers

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Sep 25, 2018 in Jira

Atlassian Research Workshop opportunity on Sep. 28th in Austin, TX

We're looking for participants for a workshop at Atlassian! We need Jira admins who have interesting custom workflows, issue views, or boards. Think you have a story to sha...

432 views 7 5
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you