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How to hide a request type from the customer portal in a company-managed service project


You want to hide all or some request types from the customer portal for company-managed projects. This article will show you how to achieve that.


In the customer portal, there maybe some request types as indicated in the screenshot below, that need to be hidden from customers.


To hide these request types from the portal, the following steps need to be taken:

  • Go to Project Settings -> Request Types.
  • Select the request type you want to hide and click on the three dots beside it.
  • Click 'Edit' from the 'Portal Groups' section


  • Uncheck all the 'Groups' and click on Save.


When this is done, the request type moves to the 'Hidden from portal' section as shown below:


Now, this request type is not visible in the customer portal as seen below:


However service desk agents can still create tickets using this hidden request type from the internal agent view. See screenshot below:


So, if Request types do not belong to any groups, they are invisible to customers in the customer portal.


For more information about setting up Request types for company managed service projects, please refer link below:


@Bhaargavi Natarajan Thanks for this info. Can requests that have been created by a service desk agent with request/issue types that are hidden from the portal ever be made visible to external customers later on?

Hi @Bhaargavi Natarajan 

Thank you for sharing this very useful info. 

I have hidden some issue type on the customer portal however they still appear on the customer' ticket list. How to hide them from there too? Is it a bug?


Thank you in advance for your feedback, 


JIRASM_hidding_customer portal_oct2023.PNG

Hi @Bhaargavi Natarajan , 


I am struggling at having the fields hidden from the customer ticket list view (screenshot attached below). Is it a bug or is there another option hide them apart from the instructions provided above?

Thank you JIRASM_hidding_customer portal_oct2023.PNG

Bhaargavi Natarajan
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 28, 2023

@Coline Laprade 

When a request type is hidden from the portal, it means that customers would not be able to create new tickets using that specific request type. So such hidden request types would not be shown in the 'What can we help you with?' section.

However users would be able to view such hidden request types as options in the 'Request Type' drop down filter on "Requests" section.

This is to ensure that any existing tickets that use that request type could be searched for and displayed. This is not a bug but is intended behavior as explained in the linked (and closed) bug ticket. 


However there is also a suggestion ticket raised to have such hidden request types removed from the filter drop down:


KB that explains this -

Bhaargavi Natarajan
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 28, 2023

@Megan - apologies for the delay; yes - the ticket created from the agent view using a hidden request type can be viewed by the customer if they have access to it in the portal. (added as RP or reporter) 

Like Megan likes this


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