Portal Sub-tasks / Docs / Using the portal panel

Using the portal panel

Last updated 11/11/2026

Once a service project is switched on, agents keep working as usual and customers see progress on their request page. No customer setup is needed.

For agents, step by step

1. Add sub-tasks to a request as usual - from the work item view, choose Add > Child work item.
2. Keep internal work hidden by adding your internal label (default internal, any letter case) to a sub-task. It disappears from the portal and never triggers a comment.
3. Move sub-tasks through your workflow. The portal shows the new status the next time the customer loads the page.
4. Optional: if status comments are on, each qualifying change adds a public comment to the request - see Status-change comments.

What customers see, step by step

1. The customer opens their request on the portal (from Requests or the link in a notification email).
2. Below the request details, a Sub-tasks panel shows a summary such as 2 of 4 done.
3. Each sub-task is listed with its summary and a status lozenge coloured by category: grey for to do, blue for in progress, green for done.
4. If you switched them on, each line also shows the due date (DD/MM/YYYY), percent done and sub-task key.

Who sees the panel

• Only people who can already open the request on the portal: the reporter, people the request was raised for, and request participants.
• Only in service projects an administrator switched on. In other projects the panel stays empty.
• Customers never see descriptions, comments, attachments, assignees or any other people field of a sub-task.