Just as with fields, you can also control how workflow statuses are displayed in Jira Service Desk. Note that you cannot actually change the actual workflow, but you can make the workflow less confusing to your customers, so they know exactly how their requests are progressing.
To set up the workflow for a request type, perform the following steps:
- Browse to the project administration page for the service desk you want to set up a workflow for.
- Select the Request Types option from the left-hand panel.
- Click on the Edit fields link for the request type you want to set up a workflow for.
- Select the Workflow Statuses tab. This will list all the workflow statuses that are available in the workflow, as shown in the following screenshot:
As we can see in the preceding screenshot, the actual Jira workflow status names are listed in the left-hand column. For each of the statuses, you can choose to give it a different display name that will be shown to customers.
For example, the Open, In Progress, and Reopened statuses are normal Jira workflow terms, and represent the fact that the request is currently with a support agent. However, these names can be confusing to customers, so we give them new display names.