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 issue view from customer portal

I have a particular issue type (i.e. Problem) which only internal users create, so there is no form on the portal to raise this issue type.  These issues can be associated with customers (via the Organization field).

Some of these issues I want to show to the customers to which the issue is associated, but I want to hide other issues. I want to set this manually in the issue.

I created to Request Types, "Track Problem" and "Untrack Problem". 

request types.PNG

Neither request types have a submission form, which is good.  However, both show in the list of Requests for a customer. What does the "Hidden from Portal" tag mean.

I only what the "Track Problem" request type to be listed. I created the "Untrack Problem" type so I can hide an issue previously set to "Track Problem" to remove it from the Portal.

How can I hide a request type from the view element of the Portal (i.e. Request list)?

requests list.PNG

Many thanks


1 answer

0 votes
Jack Community Leader Feb 01, 2021

if it is marked as hidden it should not show in the list of available request types. Did you go into Portal Groups and ensure the request type is not included?

I think I'm missing a config setting as in the Portal Groups for the project with these issues types there are no requests, so not sure how any issues are showing.  I don't want customers to raise these types of requests in the portal but I do want them to see particular requests which I enable.


 Portal Settings.PNG

Removing a request form from a portal group will lead to it's status "Hidden from Portal".
From your last screenshot I am wondering if there should be request forms (for example at least the "Track Problem" one).
Apart from that I cannot recognize any further misconfiguration - it should work.

How does the portal from a customer's view currently look like? Did I understand it right that both request forms are enlisted while they show for you "Hidden from Portal"?

Jack Community Leader Feb 02, 2021

Mark, something is definitely amiss. As you stated, and you image shows you have no request types listed. Are you sure you are looking at the same project and group?

Suggest an answer

Log in or Sign up to answer
Site Admin
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...

165 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