Unique Request Types Not to Display in Portal

Mike Kennedy_zit0vm

Hello. Is there a way to create unique request types for ad-hoc tasks that are identified through more generalized requests, that are not presented in the portal, but may be created as needed and the requestor given a unique URL that they would use on subsequent requests?

This would allow for a more general Service Desk portal, but also allow for more detailed requirements on subsequent requests for issues that may be difficult to comprehend until they arise. This way you can also provide a Confluence style page to your Tier 1 support listing the request URL's to then have a unique request description and prompt the user to provide the information that will result in the most immediate resolution.

Mike Rathwell

Hi @Mike Kennedy 

This sounds like, (at least to my tiny mind) that you'd like a rather general service desk portal but have your agents triage and categorize as stuff comes in. Not a bad idea. So, what you want to do is actually pretty simple:

Any request type you put on your portal that is NOT in a request type group is present but not visible on the service desk portal. I use this myself for request types that are programatically created rather than letting humans create them.

Hope this helps.