Derek Campbell

Hi Nicole,

The clear message from this thread is that people want to let their customers see when an issue is in a development backlog, as opposed to waiting on an agent's action, research, work-around, etc.

To turn this around a bit, what would you recommend as best practice to do this without changing the ticket status?  We can create another ticket field to represent its development status, i.e. next release, release 19.1, wish list, etc.  Personally we use JIRA and it would be great to automatically expose the version number to the customer.  Is this an approach that you recommend?  Do you have a nice example to guide people on this?

My use case is an internal software provider to a multi-national organisation.  We put all tickets on-hold that are either:

• Waiting in the development backlog
• Waiting on resolution by a third party provider of a solution component

If a user looked at their tickets, 99% of them would be on-hold, apart from solved or closed tickets.

I would like custom statuses to let our clients know which of the two above states their request is in.  In the meantime, is there any easy way to change the text "on-hold" to "waiting for development"?