Jira Workflows / Work Item Statuses: Internal & External Visibility

[Josh Drake]

Hello!

I am designing a support platform to handle tickets submitted by the customer. Ideally, we want to have separate internal and external facing statuses displayed for a work item. A coworker thought they had seen an option for this somewhere regarding workflow configuration, but hasn't found it yet. My thoughts are to implement a labels system that mirrors the functionality of statuses, then hiding issue status from the customer. 

I wanted to ask the community for advice regarding this topic, hopefully finding a solution / workaround. I am unaware of what this platform offers, and want to ensure the implementation we use is the most efficient.

Thank you in advance,
Josh 

[Benjamin · Accepted solution]

Hi @Josh Drake ,

Jira Service Management does provide as solution for external facing statuses. Essentially, you can have status be shown differently from what the internal status are. 

This is probably the documentation you are looking for to implement your solution.

https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-workflow-statuses-for-a-request-type/

Hope this helps