Summary

When the customer notification Customer-visible status changed is disabled on a service project, no email notifications are triggered for customers. However, the status change history is still reflected on the customer portal. This can cause a cluttered view, making it harder for customers to find the important information they need.

Currently, there’s no way to turn off these automatic messages. We have an open feature request to allow turning it off: JSDCLOUD-5981 - Disable portal automatic responses based on customer notifications settings

This article provides a workaround solution to reduce status change logs in the customer portal.

Solution

Reduce customer visible status transitions

The auto-responses on the customer portal are based on status changes that are 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 to the customer by giving them the same status name.

For company-managed projects, the customers will still see activity messages for the resolution field being set.