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What would prevent the ability of a request type being hidden on the customer portal?

Dan Rucker

When attempting to hide a request type in a request type group from the customer facing portal by clicking customize and dragging and dropping it, the request type doesn't get removed and goes back to where it was. I tested this same process in a new project where I created a new request type group with multiple request types and it works on the test portal side.

From what I can tell I don't see any setting differences between the two projects (production and test) aside from the amount of groups, request types, and automations.

Accepted answers

Dan Rucker

After a group discussion on our end, we found a work around to the request type being unable to be removed. We ended up removing the group of the stuck request type and then creating an identical group with all of the same request types except the one we didn't want there. Still don't have an answer as to why that request type got stuck but we have it setup the way we want now.

All comments

Kris Dewachter

Hi @Dan ,

You can only 'hide' request types by removing them from all portal groups.

Best regards,

Kris

Dan Rucker

Hi @Kris Dewachter ,

Thank you for replying. I may be misunderstanding what you mentioned but I think you could be referring to a different project version method i.e. project > project settings > request types, edit groups and uncheck all groups vs portal > customize > drag and drop.

The "edit group" way isn't an option in our version and from what I understand can only be done via the customer portal.

Let me know if I misinterpreted what you meant and if there's another way, I'll be happy to try it out!

Thank you,

Dan

Kris Dewachter

Hi @Dan Rucker ,

You are using Service Management Cloud, right ?

As far as I'm aware, you can not drag and drop request types in the portal by default.

Maybe you are using a additional app (ex. Refined) ?

If you want to see which request types and groups are visible in the portal, you can also navigate to Project Settings --> Portal Settings --> Portal Groups.

Can you check if you request type is visible in any of the groups there ?

Best regards,

Kris

Dan Rucker

Hi @Kris Dewachter ,

There are only three apps that have been added to our instance of Service Management and they are Deep Clone, scheduled exports, and team reports.

That path to portal groups for my projects isn't there and is managed on the portal side. These links show the steps I have to do:

Add Groups / Request Types:

https://support.atlassian.com/jira-service-management-cloud/docs/group-request-types-in-the-portal-in-team-managed-projects/

Hide Request Types:

https://confluence.atlassian.com/jirakb/how-to-hide-request-type-from-customer-portal-for-team-managed-project-1116289606.html

According to that, the it's the type of project which it mentions is called "team-managed (formerly known as next-gen)" which applies only to cloud platforms. I'll attach a picture of an example of what it looks like (although it's since been updated to drag and drop now instead of the "x" displayed in the KB) and the options for my project settings too. On the test project, the process works fine but just not on the production side which is confusing...

Hope that helps a little more.

Thank you,

Dan

Dan Rucker

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