Hello @María López,
Welcome to Atlassian Community!
When a request type is hidden from the portal, customers won’t be able to create new tickets on that specific request type, but if they are the reporter of existing tickets, they will be able to view it on “My requests”.
It also happens, for example, if an agent creates a ticket on behalf of the customer using a request type that is hidden from the portal. The customer will view the ticket on “My request”.
If you have any other questions regarding this matter, please let us know.
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