Disable customer portal status change auto-responses
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Disabling Customer-visible status changed notifications prevents email alerts, but status changes still appear on the customer portal — creating a cluttered view that makes it harder to find important information.
This article provides a workaround to reduce the number of status change logs on the customer portal.
Solution
Reduce customer visible status transitions
The workaround described (giving two statuses the same customer-visible name) applies to both company-managed and team-managed service projects, but the workflow editor path differs slightly for team-managed projects — confirm you're editing the request type's workflow statuses from the correct project-type settings page.
The auto-responses on the customer portal are triggered by status changes visible to customers. See Customize the workflow statuses for a request type to hide transitions from the customer portal. A transition between two workflow statuses can be hidden from the customer by giving them the same status name.
For company-managed projects, customers will still see activity messages indicating that the resolution field is being set.
After hiding the transition, view the request from the customer portal (as a customer, not an agent) and confirm the status change no longer appears as a separate entry in the activity log.
Was this helpful?