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Hidden request types appears in Customer Portal

HI all

I've hidden from Customer Portal several "Request types" , but them still appears in request search bar into request type field option list.

I couldn't find what I'm doing wrong.


Thanks for your help


4 answers

1 vote
Mayur Jadhav
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Sep 29, 2021

Hi @Mónica Gamarra 

Welcome to Atlassian Community 

Firstly, you need to be logged in as an administrator of your project, in the Project Settings area and then the Request Types area.

Your breadcrumbs up top should read "Projects / <your project name> / Project Settings" and you should see all of your Request types in a list.

Once there, find the request type that you wish to hide, and click on the Edit groups link.

This will show you all of the groups that this request type will be visible for.

If you wish that this is not visible for any group, i.e. hidden, then you need to un-tick all of the groups listed here, and click Save.

This should then move the request type into the 'Hidden from portal' section on the left, with the little 'eye' icon.

You can revert this from the General list of request types by clicking on the 'Add existing request type' button on the top right, and selecting it from the list.

Hope that helps,

Hi @Mayur Jadhav ,

thanks for your quick answer.

The problem is that I've already hidden all unwanted request types (many times just in case),  they are all marked "Hidden from portal" in "Request Types".

Like, for example "Request access"

request access hiden.pngbut in search column "request type" in customer portal all types are shown, including the hidden ones

request type list in search.png


Same issue:

Req type:2023-04-17 11_16_59-Clipboard.png


2023-04-17 11_17_20-[ERCI-221] ERIN Jira incident project layout and field improvement and alignment.png


That type appears only creating ticket from JIRA, not the portal.

I am having the same issue, and then some:

  1. It shows request types that are not able to be composed from the portal
  2. It shows request types I deleted long ago, and there are no issues (Open or Closed) that are associated with all of those old request types. 

Issue #1 I partially understand, although we admins need greater control. There are still two subcategories to request types that the customer isn't allowed to create:

  • Certain types of things that only our personnel will compose, but the customer still needs to be able to see (and approve) in the portal, like maintenance requests or change notifications.
  • There are other forms, however, that are just used internally.  Since Forms have a lot of convenient user-friendly functionality that built-in screen functionality doesn't. And those I don't ever want the customer to see in a list.

Issue #2 makes no sense to me at all.  I can't even figure out where to delete these or clear them from some ancient index or cache.

@Mónica Gamarra did you find that they disappeared from the drop down when you removed your old request types?

Hi all

So, as no more answers, I guess the only solution is to delete inactive request types, am I right? 

Hi @Mónica Gamarra - did you ever find a resolution to this? I have the same issue

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