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Request Types 'Hidden from Portal' still visible under customer Requests overview

Angie Thompson

I have set up Request Types under the Internal Change Issue Type. I have hidden these Request Types from the Portals, as they are intended to be used as internal changes only so should not be visible to the end-user.

While the Request Types are not visible for the customer to raise themselves, they are still visible when the customer goes to Requests, then uses the Request Type drop-down menu.

The 'Hidden from Portal' does not do what I would expect it to.

Does anyone have any ideas?

Below you can see the types visible to the customer.

Accepted answers

All comments

Paul Wiggers

Hello @Angie Thompson

Thank you for your question. The last screenshot shows something different than a customer portal. This looks like it comes from within JSM itself.

For example, when I use the customer portal, it looks like this:

Screenshot 2023-03-22 at 17.31.58.png

Just to be sure, what is the URL you are using to access your customer portal? It should look something like this: https://[INSTANCENAME].atlassian.net/servicedesk/customer/portals

Right now, it looks like you are trying to access through the JSM agent portal which has the URL https://[INSTANCENAME].atlassian.net/jira/servicecedesk/projects/[PROJECTCODE]/

Could you verify that you are indeed trying to use the correct portal? The easiest way to reach the portal is by going to the project > Channels > Help Center > Open

Please let me know.

Angie Thompson

Hi @Paul Wiggers

Thanks for your quick response. I can confirm it's definitely the customer portal.

Where that screen shot is taken from is here, under Requests.

Then the filter by Request Type.
Thank you

Angie

Paul Wiggers

Aha, in the customer request overview. To be honest, I haven't noticed this before but it seems that this is unwanted, to say the least. You can also see all the workflow statuses over all the different projects, something which shouldn't be the case as well in my opinion.

I am currently occupied but I will try to look into this later tonight. Perhaps someone else can chip in as well in the mean time.

Dan Breyen

I can replicate this as well. Someone else wrote this up as a bug here: https://jira.atlassian.com/browse/JSDCLOUD-8950

It was closed, but seems like it could be debated. If 'Hidden from Portal' means just that, I would expect it to be hidden everywhere. It either needs to be reworded to clarify the intent or fixed to be truly hidden. @Paul Wiggers @Angie Thompson I would way in on the JIRA ticket.

I can't seem to figure out how to reopen a ticket. I would suggest creating a new support ticket, referencing the old jira (it was closed a few years ago). Then the discussion can continue there. If you can, feel free to add me as a watcher.

Paul Wiggers

I have forwarded this question to other community leaders. Hopefully, someone more knowledgable will be able to help out with this.

Stay tuned!

Angie Thompson

Thank you both @Paul Wiggers and @Dan Breyen - really appreciate your responses and assistance.

Earl McCutcheon

Howdy Y'all,

I sent this information through to @Christopher Owen and the product team that put the note on the Bug mentioned above for review and follow-up where he noted:

Christopher Owen added a comment -15/Mar/2020 10:02 PM

I’m closing this as not a bug. Please re-open if there is disagreement.

We are reviewing this for follow-up, as there is definitely some room for improvement here in the feature, and I'll keep y'all posted on what course of action we will take for follow-up.

Regards,
Earl

Marie Turner

Thanks @Earl McCutcheon and @Paul Wiggers - is there an enhancement request thread that we can follow / vote on for this?

There are two distinct use cases here:

Request Types the customer shouldn't be able to compose from the Portal, but would need to see/interact with when they exist. Examples:
1. Maintenance events that are initiated by us but which need customer approval
2. Scheduled changes/upgrades
Internal Request Types that a customer should never see or know about. Examples:
1. Emailed request form - this is only available to internal employees, and I definitely don't want a customer to ever ask our Customer Success team why they can't email in a request. (Or worse, they just start sending emails trying to guess at what is connected to the helpdesk).
2. Anything experimental that may or may not stick around.
3. Internal cost accounting requests that go to our billing or procurement department. I'm sure customers realize we send things around internally, and we could try and move some of those out to other instances, but it works for us and the automations to keep everything in one place.

That list of forms they've never seen + the complete list of workflow statuses is very overwhelming. It's a usability issue but also a customer presentation issue: it can erode customer confidence that the helpdesk is serving their needs. It gives them the feeling that they've lost their way and stumbled on something that doesn't match up to the functions they're aware of.

Andrew Mackler_g5wril

@Angie Thompson - I have a similar situation where we have issues that are converted from a 'visible' issue type to a Task issue type that we do not want to be visible via the customer portal.

I have found through some 'sandbox testing' that you can set up a manually triggered automation to clone the original issue, changing the issue type but leaving the request type empty for the cloned issue.

I chose to manually trigger the automation during testing, but plan on automating the process for production.

Andrew Mackler_g5wril

Hi @Angie Thompson -

I had this issue come up again the other day and found that setting up "Issue Security Schemes" did the trick to prevent portal users from seeing tickets that they shouldn't see (internal tasks for example).

I hope this helps.

Andrew

Elena Castillo

Hi @Paul Wiggers

Do we have an update on this?

I'm experiencing the same issue and it does not make sense for users to see a Request Type they are not going to be able to use, so it should not show in the filter list.

Thank you!

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