Can Jira Service Desk ONLY reveal some Request Types thru the Search on the Portal?

[Brad Bishop]

We have all levels of users that log into our Jira Service Desk Portal.  They can't be conveniently be divided into groups.  Some users have just been with our organization longer and know the kind of requests they can make to IT Services.

Others feel more overwhelmed by a lot of Request Types and even a handful of Request Group types.  We would like to find a way to have some Request Types hidden from the Portal Request Groups listed but be able to be revealed if a more advanced user begins to type in the Request Type into the search bar (ex: Request Additional Equipment OR Request IT Equipment Loan). 

For appearance sake, we would like to have two or three very general Request Types displayed from one group (IT Help, Service Request, etc.).  A newbie could just utilize the best choice from limited options, based on the description and submit it and the Agent could reassign it to the proper Issue Type, if needed.  We have found some of our new users avoid Self Help behaviors if they are given too many choices and would just as soon pick up the phone and call the Helpdesk instead of feeling overwhelmed by the amount of choices to drill into.  More experienced could search for the Request Type they know is available.

Is this possible currently?

[Jack Brickey]

The only option OOTB is to use groups. It doesn’t hide the types but does obfuscate them. I would place the simple “Get IT Help” Request Type at the top and create an “advanced” group with the detailed request types. 

I believe there may be an addon that might help. Check the marketplace. 

[Brad Bishop]

That is a decent idea.  I will also look into the marketplace solutions.

Thank you!