Generic request on Customer Portal

Jarryd Stanbrook

Hi, I am looking to set up our customer portal to, by default, go straight to a Get IT Help request instead of having to click on certain categories or click on the Get IT Help category. Is this possible? 

I have tried removing all of the other request types but that still requires them to click the "Get IT Help" which is confusing the customers. I just want it to go straight to the create a ticket page.

Joseph Chung Yin

@Jarryd Stanbrook -

Welcome to the community.  The display of request type in the portal is control via PORTAL GROUP setup.  So if your JSM project has only one default group (Typically named "General", then user will see the request type(s) in the portal directly without clicking on the "General" group.

However, if your project has many groups, then one will have to click on the group first and then access the request type(s) hosted under the specific group.

Example - In my zDemoLGJSM project, I have only one group named General - the group contains two request types.

This is what users will see in the portal UI where they will see both request types -

However, if I configured via the Request Types setup and added a new group - where one request type is in the General group and another one is in the Test General group:

Then, users will need to click on the group now before they can see the request type -0

Hope this makes sense.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.