Private/Hidden Request Type that Customers can Access Via a Link

[Jose Berlingeri]

Is it possible to have a request type that users can only accesses with a link? (unavailable on the portal front-end)

I have a request form that I want a user to fill in only once they have been approved to do so. My original idea was to hide the request type from the customer portal and then provide the user with the direct link via a comment or email but hiding the Request Type blocks the user from accessing the form, even with the direct link.

Is something like this possible with standard features or is there a Plugin we can use to achieve this?

[Angélica Luz]

Hello @Jose Berlingeri,

Welcome to Atlassian Community!

For customers to be able to create tickets, the request type must be visible in the customer portal.

When a customer is added to a project, they will be able to see all request types, unless it’s hidden from the portal, but if it’s hidden there is no way for them to view the request form.

When you hide a request type, you as an administrator can view it in the portal, but if you send the link to the customer they will see this:

There is a feature request suggesting a similar functionality:

• Ability to show/hide Request Types based on Organization Membership

What can be done is to create a private project (Customer permissions > Customers added by agents and admins) and add the customers when necessary and after they create the ticket, remove them from the project, so they won’t have access to the ticket or the request type anymore.

Kind regards,
Angélica