Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Is there a way to hide a request type from the customer portal until it has been fully developed?

We have just implemented Jira Service Desk and are adding in new request types as needed.  Our Facilities department has asked that we add a request type for them.  The problem is that I don't see an option to hide it from the customer portal until it's fully configured and communicated out to the company.  Any help would be appreciated.

5 answers

1 accepted

3 votes
Answer accepted

I was able to figure this out.  When on the main portal, click on Customize on the right hand side.  If you remove the request type from the group being displayed, it will remove the request type from the view, therefore "hiding" it from your users.

This works perfectly for what my team needed Thanks for figuring this out.

Glad to hear =)

3 votes
Jack Community Leader May 21, 2019

yes. simply go to project > project settings > request types, edit groups and uncheck all groups. it should then show under "Hidden from portal"

Jack Community Leader May 22, 2019 • edited

ah... so you are using the NG JSD project type. :-) 

while i have created one for the sake of trying it out I have not actually had time to look at it so unsure how you can hide a request type in that project type.


p.s. please keep your replies in the appropriate answer thread so it keeps the thread readable. Use "reply" under the answer rather than using the "answer" button.

Bummer, well thank you anyways for taking the time to respond!  Appreciate your help =)

This helped me so thanks! (JSD Cloud).

Hi, I was wondering if that option is available for next-gen projects? I'm using the Extension for JIRA Service Desk Cloud and I cannot hide the request types from the customer portal.

Thanks in advance!

Hey @James_Styles ,

What Jack is talking about is shown in my screenshot below. On the right side of the request type, there is a button called Edit Groups. Jack is saying to click that and to make sure the request type is not affiliated with any groups.

Screen Shot 2019-05-22 at 8.27.52 AM.png

That works, thank you.

Hi Jack,

I don't see any groups under request types.  I'm using Jira Desk in the Cloud, would that make any difference?  

Obviously a year later, but for one of my projects I had the same problem and found the option in:


Project Settings > Portal Settings > Portal Groups 


I removed the Request Type from the General Group and this worked.

Hi Cody,


When I click into Request Types, I don't see what you attached.  I get a view that looks like this that looks directly into the request type itself.  I don't see a summarized view like you're seeing.


Oh you are in Next Gen. That is a completely different style of Service Desk and unfortunately I do not believe there is a way to hide a form from the portal in a Next Gen project. Next Gen is still in Beta and they are constantly adding features from classic projects into Next Gen.

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

157 views 1 0
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you