How to create a ticket for a hidden request type - error even with direct link

Question

Hello All,

I can directly link and access the url that is currently hidden in the JSM portal (no group assignments), but when i try to create a ticket via that link, i get an error stating that "The request type you are trying to view does not exist"

url to confirm: {domain}/servicedesk/customer/portal/1/create/14.

Tested the fields to make sure by assigning it to the general group and i can make a ticket with the same system and custom fields without issues.

the goal here is to have a request type that only people who know the direct link will have access to create a ticket for.

To add, just tried in postman and it made the ticket for me without a hitch

url = "{domain}/rest/servicedeskapi/request"payload = json.dumps({"serviceDeskId": "1","requestTypeId": "14","requestFieldValues": {"summary": "Request JSD help via REST","description": "I need a new mouse for my Mac"}})created the ticket with the same requesttype and issuetype as when i un-hid the request type from the JSM portal

Brant Schroeder · Answer

@[deleted]

@Joseph Chung Yin is correct.  The workaround that we have done is to use a request type that is available and shares the same issue type.  Create the issue using the API and then use automation to change the request type on the issue after it has been created.  Request types that are hidden in the portal from users because they are not in a group can still be applied to issues by an agent or automation.

Joseph Chung Yin · Answer

@[deleted]-

Hi Justin:

Based on my knowledge/experience, it is not possible to conduct what you wanted on hidden request type.  To create issue (via URL) the request type must be not hidden, although you can do it via REST APIs (I am surprised).  On hidden request type, one can only create them via the project UI using the Create button and not via the portal UI.

However, you may want to read more about "Collect requests from anywhere with an embeddable widget" to support your hidden request types needs.  This means that you can use the widgets to embed into your webpages as needed.  NOTE - there are pre-reqs that you need to follow to make it work.

https://support.atlassian.com/jira-service-management-cloud/docs/collect-requests-from-anywhere-with-an-embeddable-widget/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Tobias H · Answer

I don't have a solution, as I think this is either an oversight or "a feature" from Atlassians end.

"Hidden from the portal" currently means (whether intentional or not) that you can't post it through the service portal.

However, an agent can create a request with the specific request type through the Create Issue button within the JSM project.

I wish that they made it possible to have unlisted, but fully functional, hidden from the portal forms in the future. We have multiple reasons to have forms that are only accessible through direct URLs that we do not wish to be shown for everyone through a Portal Group 😅