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Customize the workflow statuses for a request type

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:

  1. From your service project, go to Project settings , and then Request types.

  2. Select the request type whose workflow you want to customize.

  3. Select the Workflow Statuses tab.

  4. Under Status name to show customer, enter the workflow name that you want customers to see.

  5. 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.

This page is for company-managed projects

If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.


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