Request Steps
The Requests Steps feature allows you to track the progress of issues on the Customer Portal. It’s easy to understand what stage the current issue is at. Let’s take an example of an online store order.
The customer knows the exact stage of the request. It’s an easy way to simplify the issue’s workflow explanation.
Use case: Amazon delivery use case: Improved Jira Ticket Tracking
Steps
Info
You must be logged in as a user with the Project administrator’s permission for all of the following procedures.
- Choose the cog icon ⚙️ > Apps
- Click on Settings > Projects > service project which you want to configure
- Under Project Settings, select Request Steps
- Click on the Request Type you want to configure
- Add as many steps as you need
- Map statuses to steps you defined earlier. Optionally, you can describe each step
- Click Save
Result
Defined steps are now visible on the Customer Portal on selected Request Types. Customers know at what stage their ticket is and how much is yet to resolution.