We have many request type but we want to hide some Request Types for later use, so at the moment we dont want our customers to see those Request Type (Forms) on Customer Portal. I was looking for the solutions or hide functionality but couldn't find. Please advise.
Firstly, you need to be logged in as an administrator of your project, in the Project Settings area and then the Request Types area.
Your breadcrumbs up top should read "Projects / <your project name> / Project Settings" and you should see all of your Request types in a list.
Once there, find the request type that you wish to hide, and click on the Edit groups link.
This will show you all of the groups that this request type will be visible for.
If you wish that this is not visible for any group, i.e. hidden, then you need to un-tick all of the groups listed here, and click Save.
This should then move the request type into the 'Hidden from portal' section on the left, with the little 'eye' icon.
You can revert this from the General list of request types by clicking on the 'Add existing request type' button on the top right, and selecting it from the list.
Hope that helps,
Maybe the request type you are trying to remove uses an issuetype that you have already removed from the project.
If you put back the issuetype in the project, you should be able to untick the request type. Then you can remove again the unwanted issuetype.
Request that are hidden can still be accessed via emails. Also, they are not hidden from your Service Desk team, it only impacts the customer portal the client work from.
Yes they would need to create the issue and add the request type.
The better way would be setting an automation rule that automatically sets the request type on issue create to this particular request type. (Note that if you have multiple, you can add a check based on issue type to set the request type.)
Put this answer on https://community.atlassian.com/t5/Jira-questions/How-to-create-a-JSD-ticket-using-a-hidden-request-type/qaq-p/847527#M272748 and I'll up vote it.
Yesterday I came to similar conclusions when talking to coworkers so something must have been in the air.
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