Hello! Is there a way to remove this link? I don't want our support folks clicking on it. We aren't using the portal at this time. This is a test of an email request I sent to our Service Desk.
It is possible to remove it, you have to clear out the Request Type field, that is what controls if the request is visible on the Portal or not.
Hi Clare,
If you don't use the Portal, then the link won't be there. :-)
In other words, it only shows for issues created using the portal.
I sent an email in to the Service Desk email from Google. Didn't use the portal. What am I missing?
ok, let me look thanks!
Out of curiosity - if you're not using the portal, why did you choose JSM? SLAs? Queues? Other?
Thanks
It's a project that was created before I started working here and the type is Service Desk. it's an old project.
@Clare Lawson You also may need to remove your request types from any portal groups you have set up, effectively hiding them. Settings -> Request Types -> three dots on each type, edit portal groups, uncheck all
An email is by default added to a certain request type I believe
if you also have Jira, and you don't need all the bells & whistles of JSM, you may want to consider moving to a regular Jira project and saving the cost of the JSM Agent licenses.
Great point @Amir Katz (Outseer) , they are pretty spendy if you are not using any of the JSM specific features
E-mails are automatically linked to a special request type so that follows the same flow as it would from the portal.
What Dirk said :-)
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