Create a mask for status

[Juliana Saucedo]

Hi,

I have a very complex workflow with a lot of steps of transitions. The ideia is the customer only sees the status "in attendance" all over the resolution until the service desk really needs something that involves the customer interaction or when the issue is resolved, canceled, or closed. There's a way by default that I can do that or do I need some automation?

I'll appreciate your help. 

Best Regards,

Juliana

[Lucas Modzelewski _Lumo_ · Accepted solution]

Hi @Juliana Saucedo ,

Welcome to the Atlassian Community!

In JSM you can easily set up statuses visible for customers, here is a great example with screenshots: https://community.atlassian.com/t5/Jira-questions/Setting-workflow-Statuses-visible-to-customer/qaq-p/1819471 

Also check the notification scheme to make sure that only correct notifications are sent to customers.