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

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

Hide groups on the portal

This question is in reference to Atlassian Documentation: Configuring request types and workflows

Is there a way to have a request type that is hidden from the portal? When I try and have a request type that is not part of a group, it gives me an error saying that at least 1 group is required.

2 answers

1 accepted

1 vote
Answer accepted
Steven Behnke Community Leader Jan 08, 2016

Request types must be assigned to a group. It's required as you noticed. Can I ask why you'd like a hidden request type? Maybe we can figure something else out...

We have an operational request type for internal use only. I just wanted to hide it from the customer portal, but retain the request type. I believe this can be accomplished via request type permissions and I just need time to explore it more.

Steven Behnke Community Leader Jan 08, 2016

I don't believe that's possible. It's never been possible to configure permissions by issuetype. I don't think Service Desk gives you any abstraction that allows for additional permissions on requesttypes. If you need separate permissions, you should use a separate project. You can also make an issue type in a project that's not assigned to a request type; this would mean that the only way to create that issuetype would be through the JIRA Create Dialog, not the Portal. That's usually my go-to...

Yes, that was going to be my direction if the perms route did not work. Question though, without the Request Type, does the notification scheme still function correctly? I noticed that when my Incident, Service Request and Operation ISSUE TYPES do not have the proper REQUEST TYPE field filled out within the issue itself, the notifications and workflows can be wonky. Wonky in that they work sometimes and sometimes they don't.

Steven Behnke Community Leader Jan 08, 2016

Yeah, be sure to read the documentation closely. I'll try to be succinct here. An issue is ONLY a request if it has a valid Request Type set. If it's a REQUEST, Service Desk will use the SERVICE DESK notification scheme for the CUSTOMER. If it's NOT a REQUEST, the JIRA Notification Scheme will take over (for licensed users). The JIRA Notification scheme should always be in place for Agents.

Excellent. Thank you for clarification.

Steven Behnke Community Leader Jan 08, 2016

Any time Dan.

Hi Dan,

You can achieve it using our app Extension for Jira Service Desk which offers a visibility feature. You can define for which Jira groups specified request type will be visible. Read more about it in our documentation.



This only works for the "server" edition of Jira Service Desk. You can't use it with the hosted version.

Curious if there is any way to achieve this. We also have an internal support request which we don't want customers to be able to choose.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

168 views 0 4
Read article

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