The flow of a request is determined by the workflow associated with a request’s issue type. You can customize the names of these workflow statuses to friendlier statuses for customers. You can also map multiple statuses to the same status to simplify the appearance of the workflow.
You must be a project administrator to customize fields on request types.
To customize the workflow that customers will see:
From your service desk project, go to Project settings () > Request types.
Select Edit fields for the request type whose workflow you want to customize.
Select the Workflow Statuses tab.
Under Status name to show customer, enter the workflow name that you want customers to see.
Click Save to confirm your changes.
A transition between two workflow statuses can be hidden to the customer by giving them the same status name.
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