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.
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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