How can I make hidden request types visible to the reporter?

Melody Baughman

Good morning-

Our team is using JSD, and we have a hidden request type called vendor. We want the type hidden because we manage what tickets are escalated to vendors. However, we still want the ticket to be visible to the reporter after we've change the request type. Is there a way to do this? I haven't been able to locate documentation or a setting, but that would be extremely helpful to us.

Melody Baughman

For others searching how to do this, I answered my own question (thought there may be an easier way)

1. create a hidden portal type

2. Make sure you have a task type you want to match

3. write an automation reading "when ticket created"-->" if type matches"--> "the edit request type"

 

This process means when my team creates a vendor ticket, it will do what I need.