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How can you hide request types from the customer portal request type filter?

Sebastiaan Sarton

We have been setting up a new service desk customer portal. At the Requests overview page (atlassian.net/servicedesk/customer/user/requests) you are able to filter on Request type.

We have 6 active request types which we want to use in the service desk, but the filter shows 29 request types. It shows several request types that we use in another project which are hidden in the new customer portal.

It also shows about 15 request types predefined by Jira that we do not want to use (such as Get IT help, Request a new account, Emailed request etc.)

How can we hide these unwanted request types from this filter?

Accepted answers

All comments

Marc -Devoteam-

Hi @Sebastiaan Sarton

If you have agent license or are admin on Jira you will see all.

A customer will only see the issues they have created, are set as participant or see issues on a certain organisation (depending on your customer settings in the JSM project)

I always advice to have a customer like account at hand to see a JSM portal and options from that angle.

As admin you are not capable to see this in a correct way, do to de default access you have in the system.

Jack Brickey

Hi @Sebastiaan Sarton , welcome to the community!

Just so that I am better understanding your inquiry could you please share an image of this request overview page to which you refer. I am not sure what filter you are referring to here. As you seem to already understand, you can certainly hide request types from the customer. If you have unwanted request types, you can delete them.

Sebastiaan Sarton

Hi @Jack Brickey and @Marc -Devoteam- thanks for your answers. I will first check Marc's suggestion to login as a participant, because I am a system admin. If I still see unwanted request types from that view, I will post another comment.

I have added a screenshot of the page and filter below.

Jack Brickey

ah yes...indeed if you are an admin you basically get everything but if you access as a customer you should not. as Marc suggests, it is a great idea to create a test customer that you can use for viewing what the customer sees.

Sebastiaan Sarton

@Marc -Devoteam- I have tried your suggestion to view it with the account of a colleague without admin rights and who only has a Basic role in Jira. My colleague can still see all 29 request types.

We have created the service desk portal for colleagues (internal customers) who already have access to several other projects and boards within our Jira account.

Because of their rights I guess they are able to see all the request types, because they have more rights than a normal (external) customer would? Is there any way to hide the unwanted request types for them?

Ian Chan_vprzim

Our "test" user with no admin rights, still sees all the request type filter options.

This issue is not about whether non-admin customers see all issues when accessing the portal requests page.

Ian Chan_vprzim

Marc -Devoteam-

Hi @Ian Chan

It means that these request types are also available for this customer to request these.

So are all you SM projects open for any to request?

Ian Chan_vprzim

Understood, this is regarding a single JSM project.

We need the ability to control the filter options displayed in the portal or suppress specific filters entirely.

This is helpful:
Request types that are hidden from portal are appearing in the portal | Jira | Atlassian Documentation - there are related development tickets listed on that page as well.

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