This question is in reference to Atlassian Documentation: Configuring request types and workflows
Is it possible to have a request type that does not show as an option on the portal for the customer, but is valid if we open an issue on their behalf via API or JIRA?
in plugin Extension for JIRA Service Desk there is option to show request type for selected group. You can use empty group and noone can see it. Here you can find documentation: https://intenso.atlassian.net/wiki/display/SPFJSD/Hide+request+type+for+group .
In this plugin there are also many features that can make your customer portal more user friendly.
I hope I've helped you.
Yes, you can use the normal JIRA Create issue process to create a ticket using any of the available issue types included in the Scheme (e.g. if you capture Incidents via the service desk, an agent or JIRA user can create a Problem or Change ticket manually without having to use the customer portal)
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