How can I hide a Request Type (From Customer Portal)

Hi All,

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.




1 answer

Put them into the "Hidden from portal" group on the left hand side of the Request Types screen.

This might be a dumb question, but once you have request types that are hidden, how does a support desk team member create issues that are of that request type? Do they create the issue and then add the request type or is there a better way?

Thanks in advance.


Hi Clint, 

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.)

Hey Ismael, 

Put this answer on 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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