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How to remove some Request Types in a project side bar

By going in project settings, I am not able to delete Request Types.
I want to get rid of "Service Request","Incidents" and "Problems", and only want to keep "Change" for this project.



2 answers

1 accepted

1 vote
Answer accepted

Hello @Jyoti Aneja,

Thank you for reaching out to Atlassian Community!

The Service Requests, Incidents, Problems, and Changes are the four main categories of an ITSM project and they can’t be deleted. 

The categories are only visible for admins and agents on the project, it won’t be visible for customers in the portal. 

The Request types can be deleted on Project settings > Request types and on each of the four categories you can delete it. 

Screen Shot 2021-05-26 at 15.43.46.png

For more details about the categories, please, check the documentation below:

If you have any other questions regarding this matter, please, let us know.

Kind regards,

Thanks Angelica,
So i can't hide these options on the left dashboard then?

Hi @Jyoti Aneja,

Currently, it's not possible to remove it. These are part of the ITSM templates and also part of ITSM best practices.

There is a feature request suggesting the implementation of this ability:

- Remove default queues in ITSM project 

Please, click on vote and also watch the ticket above to receive updates.

Like # people like this
Like Angélica Luz likes this


Saw your question but no response giving you the answer here.

If you don't want to use those categories and their related functionality.

Then you can hide/remove them by turning of the functionality under "project settings" and then go to "Features".

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