Question about hidden request types

[NoName]

If we use automation to create a request that's hidden from the portal, will we still be able to communicate with the customer within the ticket via comments/notes?

[Tomislav Tobijas _Koios_]

Just as an info, hidden request is usually a standard practice for "Emailed request" that comes by default when enabling emails in JSM project. With it, customers can raise tickets by email but still can see and communicate on opened requests via the portal.

ℹ️ However, it's important to point out that even when you hide a request type from the portal (so it cannot be found as part of a specific portal group, you can still access the request form via direct URL).

[NoName]

While we definitely don't want them emailing requests (otherwise, what's the point in using Jira at all and/or all the forms in the first place?), we may consider using it for other things. Thank you for the clarification!

[Tomislav Tobijas _Koios_]

No worries!

While we definitely don't want them emailing requests (otherwise, what's the point in using Jira at all and/or all the forms in the first place?)

Yeah, if the goal is to move away from emails and inboxes, then probably that would be a way to go. However, in many cases, clients usually ask to have email communication enabled (at least having the ability to reply from email) as there are many end users who still use emails as a primary way of communication. By configuring email(s) within JSM projects you can still have that - agents commenting from Jira and customers commenting from email.

[Manoj Gangwar]

Hi @NoName 

Yes, you can still communicate with the customer if the request is hidden from the portal.