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Suggestion
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Resolution: Unresolved
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None
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13
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7
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Summary
In some cases:
- customers may only be interested in knowing the current status of their requests together with updated comments from support team
OR - support team prefers the status change log to be hidden as a lot of status changes might be involved without comments
the reason is the status change log may become unnecessarily lengthy after some time, distracting customers from the really important content
this is currently not configurable in JIRA Service Desk, and the status change log is always visible in the customer portal
Suggestion
Add the ability to show/hide status change log in customer portal, in a way that the current status is always available (next to the title/summary of the request) but the status change log can be shown/hidden:
- derived from
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- Closed
- relates to
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- Not Being Considered
- links to
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[JSDSERVER-4174] Ability to Hide Status Change Log in Customer Portal
We would like to deactivate the "Activity" section on a project basis as some projects need to display the information, others want to hide it.
I completely agree that this should be something that Atlassian should support. It's good to know work is being done on an issue but we should at least be able to filter out how much we allow them to see.
It's ridiculous that this isn't a feature! I should be able to control everything that my customers can see. This needs to be fixed
+1...Please. In general the more flexible you can make what is displayed to clients the better in general. TY
A workaround, if you know your way around CSS is to create aplugin with a custom style sheet and add:
.status-update {
display: none;
}
There is a plugin for adding CSS to the portal here as well - https://marketplace.atlassian.com/apps/1220685/css-portal-styler-for-jira-service-desk?hosting=server&tab=overview
Note: this could break things down the road. Best would be a supported option from Atlassian.
This is particularly problematic if you want the customer to see what the current status of the request is, but when you have an approver or someone new coming into the request they have to scroll through all the 'noise' of the transitions (and comments) to be able to see the initial field content submitted.
Customizing workflow status works great until you move the issue type to one with a different workflow that doesn't include some of the previous workflow statuses and mappings. This then exposes those old transitions that the customer previously couldn't see (because I had mapped multiple statuses to a common customer facing status) while potentially exploding the history by peppering it with workflow status changes.
The ability to hide the status change history (while only showing the current status) would do away with this exposure, with the added bonus of not cluttering up the conversation that takes place in the comment history.
Raman Sagar
added a comment - Hi Vincent,
Thank you, that's a nice suggestion it really helped @vwong@atlassian.com
This workaround could probably help for @raman.sagar2510633149
But at least for me, the original "source" for this Suggestion, the workaround is not an option. I want him to see the exact state, I just don't want the status changes to clutter the screen and kind of hide the real content.
Hi, one workaround you can do is to customise your workflow status to show less status on the customer portal.
If you map multiple status to the same customer facing status (e.g. "Support working on it") then your user will not notice the change in status but your agents can still have the multiple status/ transitions.
Here are the docs for it: https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html#Configuringrequesttypesandworkflows-CustomizingWorkflowCustomizetheworkflowstatusesforarequesttype
Hope it helps 
- Vincent
Raman Sagar
added a comment - I've a similar problem with the JIRA service desk currently.
I want to restrict my customers to see only few activities in the customer portal. Can anyone please update when this thing will be fixed??
Raman Sagar
added a comment - I've a similar problem with the JIRA service desk currently.
I want to restrict my customers to see only few activities in the customer portal. Can anyone please update when this thing will be fixed??
We have many steps with our automation that we do not wish to display because those are "noise" for our client
+1