Delete a Request Type?

[Roland Uittenbogaard]

Currently we have a Portal for the Service Desk with eight Request Types, and those are associated with one Issue Type each.

We would like to hide only one Request Type on the Portal so that customers cannot choose that option. But that Request Type (Issue Type) should be available for us (The Service Desk Team) so we can use that Request Type (Issue Type) directly in Jira.

Project -> Project Settings gives two options:

1. Request Types. We can select the Request Type and Delete it (fig. 1), but you get a warning (fig. 2). What happens if you continue? Deletion of the request type and keeping the issue type? Which means those tickets will not be visible anymore at the Portal?

2. Portal Settings. You can click on one, and remove from group (fig. 3)

For our goal option 2 is the right one? I just want to be sure...

[Rilwan Ahmed · Accepted solution]

Hi @Roland Uittenbogaard ,

You can hide the request type. This will not show for users in customer portal. 
Service desk team will be able to update to this option from jira view whenever required.

Steps to hide request type:

1. Go  to project settings --> Request type 
2. Click action menu (3 dots) against required request type 
3. Click "Edit" under Portal Group
4. In new window opened, uncheck/deselect all groups it belongs to. Request type will be moved under "Hidden" section.

 

[Roland Uittenbogaard]

Hi @Rilwan Ahmed 

And if we hide this Request Type for customers in the portal, can customers still see old tickets with that Request Type (Issue Type) in the portal? (Because earlier we discovered that if a ticket has no Request type the ticket will not be visible in the portal)

Thank you Rilwan.

[Roland Uittenbogaard]

Hi @Rilwan Ahmed

We implemented it. We hide the Request Type on the Portal and did not delete it. Old tickets with that Request Type can still be viewed at the portal so this works good.

[John Funk · Accepted solution]

Hi Roland,

Just remove the Request Type from the Portal Group - no need to delete it. 

[Roland Uittenbogaard]

Hi John,

Thank you for your fast response.