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Is there a way to hide a request type from the customer portal until it has been fully developed?

We have just implemented Jira Service Desk and are adding in new request types as needed.  Our Facilities department has asked that we add a request type for them.  The problem is that I don't see an option to hide it from the customer portal until it's fully configured and communicated out to the company.  Any help would be appreciated.

5 answers

1 accepted

5 votes
Answer accepted

I was able to figure this out.  When on the main portal, click on Customize on the right hand side.  If you remove the request type from the group being displayed, it will remove the request type from the view, therefore "hiding" it from your users.

This works perfectly for what my team needed Thanks for figuring this out.

Glad to hear =)

3 votes
Jack Brickey Community Leader May 21, 2019

yes. simply go to project > project settings > request types, edit groups and uncheck all groups. it should then show under "Hidden from portal"

ah... so you are using the NG JSD project type. :-) 

while i have created one for the sake of trying it out I have not actually had time to look at it so unsure how you can hide a request type in that project type.


p.s. please keep your replies in the appropriate answer thread so it keeps the thread readable. Use "reply" under the answer rather than using the "answer" button.

Like Cody Stevens likes this

Bummer, well thank you anyways for taking the time to respond!  Appreciate your help =)

This helped me so thanks! (JSD Cloud).

Hi, I was wondering if that option is available for next-gen projects? I'm using the Extension for JIRA Service Desk Cloud and I cannot hide the request types from the customer portal.

Thanks in advance!

This answer already helped me a lot. However it will only hide/remove the specific request type from the list of request types in the customer portal.

It is still possible to jump via direct link to the form to create a request, eg

How can this be prevented as well?

1 vote

Hey @James_Styles ,

What Jack is talking about is shown in my screenshot below. On the right side of the request type, there is a button called Edit Groups. Jack is saying to click that and to make sure the request type is not affiliated with any groups.

Screen Shot 2019-05-22 at 8.27.52 AM.png

That works, thank you.

Hi Cody,


When I click into Request Types, I don't see what you attached.  I get a view that looks like this that looks directly into the request type itself.  I don't see a summarized view like you're seeing.


Cody Stevens Community Leader May 22, 2019

Oh you are in Next Gen. That is a completely different style of Service Desk and unfortunately I do not believe there is a way to hide a form from the portal in a Next Gen project. Next Gen is still in Beta and they are constantly adding features from classic projects into Next Gen.

Found a way to hide in Next gen.


Project settings -> Channels -> Customer portal -> Customize portal

Then, click the request type you want to hide, and remove 'General'

Like Bill Buhl likes this

Yeah, this hides the Request Type entirely for the default General group. But, in Next-Gen SD the Groups in portal are really only to "group"  Request Types like User Requests, Hardware Request, etc., and have naught to do with Organizations or User Groups.

AFAIK, there is still no way to show/hide Request Types by Organization in SD Cloud without multiple SD Projects which is its own goat rope. I went down this road, and back to a single project as the process overhead was not worth it.

Hi Jack,

I don't see any groups under request types.  I'm using Jira Desk in the Cloud, would that make any difference?  

Obviously a year later, but for one of my projects I had the same problem and found the option in:


Project Settings > Portal Settings > Portal Groups 


I removed the Request Type from the General Group and this worked.

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