Remove "View Request In Customer Portal"

[Clare Lawson]

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.

[Mikael Sandberg]

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. 

[Clare Lawson]

ok, let me look thanks!

[W Bot]

@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

[W Bot]

An email is by default added to a certain request type I believe

[John Funk]

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. 

[Clare Lawson]

I sent an email in to the Service Desk email from Google. Didn't use the portal.  What am I missing?

[Dirk Ronsmans]

E-mails are automatically linked to a special request type so that follows the same flow as it would from the portal. 

[John Funk]

What Dirk said  :-)

[Amir Katz (Outseer)]

Out of curiosity - if you're not using the portal, why did you choose JSM? SLAs? Queues? Other?

Thanks

[Clare Lawson]

It's a project that was created before I started working here and the type is Service Desk.  it's an old project. 

[Amir Katz (Outseer)]

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.

[W Bot]

Great point @Amir Katz (Outseer) , they are pretty spendy if you are not using any of the JSM specific features

[Amir Katz (Outseer)]

Very true. However, IMHO, it merits a different thread, so I suggest we don't go down this thread by going down the rabbit hole of JSM vs. regular Jira, I'm sure this topic has been discussed ad nauseam :-)

In my case, like Clare's, I inherited the JSM project. Not sure if I would have chosen it if it was up to me. But, as they say, 'it is what it is'...