Service desk - is it possible that transitions in customer portal have different name?

[Amir Katz (Outseer)]

Hi, I created a transition from "Pending Customer Information" back to "In Progress", which will fire when customer responds with information. I made it visible in the customer portal. I named it "Customer responded, proceed" (so Agents will know what to do), but this is not the text I want the customer to see. I would like it to be displayed as "Provided information" (or whatever).

Is this possible at all? Thanks

[Jamie Rogers]

HI Amir

From what I understand you want to do is have a different name for the status in the customer portal for the customer?

To change this open the request type (in project settings) and go into edit fields - there is a tab there called workflow statuses and you can set a name for each status that the customer will see. For example in one of my workflows the status "in progress" is displayed to the customer as "we're working on it" so its a bit more interesting than the default status name

Unfortunately you have update every request type (I had like 30 to do) and couldn't see a way to clone it this setting to every request to save time.

Regards, Jamie 

[Amir Katz (Outseer)]

Jamie, thanks. That's a good solution. However, I realized that what I asked for is how to display the transition name in a customer-friendly manner, while you explained how to display the status.

I'm looking at the Update Workflow Transition screen and there is only the Transition Name editable field, but there is no portal transition name.

[Jamie Rogers]

Right apologies for my misunderstanding - I had another look and I too cannot see any way to change the transition just for the customer view. My transition names (what appears on the button) are the same for both agent and customer view. The only option is whether the transition is visible to the customer or not.

[Amir Katz (Outseer)]

No apology needed - you did provide a great tip about the status names, so I will use that. And I will rename the customer-visible transitions to be customer-friendly...