Request types that are hidden from portal are appearing in the portal
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
The expectation for most Jira Admins is that only the request types that are not hidden from the portal, would appear in the 'Request type' drop down.
However, a request type marked Hidden from portal is hidden from the request-creation area, but it can still appear in the Request Type filter on the Requests page.
This behavior is intentional
As customers may need to find existing tickets that already use that request type, request types set as hidden will still appear on 'My Requests'. To modify this, we have the following suggestion ticket:
Diagnosis
When a request type is hidden from the portal, customers are not be able to create new tickets using that specific request type, as they are not shown in the 'What can we help you with?' section of the JSM Customer Portal.
However users are able to view such hidden request types as options in the 'Request Type' drop down filter on "Requests" section.
Where the request type appears | Meaning |
|---|---|
“What can we help you with?” when creating a request | The request type is available for new customer requests. |
Request Type filter on the Requests page | The request type may be hidden for new requests but remains searchable for existing tickets. |
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