What would prevent the ability of a request type being hidden on the customer portal?

[Dan Rucker]

When attempting to hide a request type in a request type group from the customer facing portal by clicking customize and dragging and dropping it, the request type doesn't get removed and goes back to where it was. I tested this same process in a new project where I created a new request type group with multiple request types and it works on the test portal side.

From what I can tell I don't see any setting differences between the two projects (production and test) aside from the amount of groups, request types, and automations.

[Dan Rucker · Accepted solution]

After a group discussion on our end, we found a work around to the request type being unable to be removed. We ended up removing the group of the stuck request type and then creating an identical group with all of the same request types except the one we didn't want there. Still don't have an answer as to why that request type got stuck but we have it setup the way we want now.

[Kris Dewachter]

Hi @Dan ,

You can only 'hide' request types by removing them from all portal groups.

Best regards,

Kris

[Dan Rucker]

Hi @Kris Dewachter ,

Thank you for replying. I may be misunderstanding what you mentioned but I think you could be referring to a different project version method i.e. project > project settings > request types, edit groups and uncheck all groups vs portal > customize > drag and drop.

The "edit group" way isn't an option in our version and from what I understand can only be done via the customer portal.

Let me know if I misinterpreted what you meant and if there's another way, I'll be happy to try it out!

Thank you,

Dan 

[Kris Dewachter]

Hi @Dan Rucker ,

You are using Service Management Cloud, right ?

As far as I'm aware, you can not drag and drop request types in the portal by default.

Maybe you are using a additional app (ex. Refined) ?

If you want to see which request types and groups are visible in the portal, you can also navigate to Project Settings --> Portal Settings --> Portal Groups.

Can you check if you request type is visible in any of the groups there ?

Best regards,

Kris

[Dan Rucker]

Hi @Kris Dewachter ,

There are only three apps that have been added to our instance of Service Management and they are Deep Clone, scheduled exports, and team reports.

That path to portal groups for my projects isn't there and is managed on the portal side. These links show the steps I have to do: 

Add Groups / Request Types:

https://support.atlassian.com/jira-service-management-cloud/docs/group-request-types-in-the-portal-in-team-managed-projects/

Hide Request Types:

https://confluence.atlassian.com/jirakb/how-to-hide-request-type-from-customer-portal-for-team-managed-project-1116289606.html

According to that, the it's the type of project which it mentions is called "team-managed (formerly known as next-gen)" which applies only to cloud platforms. I'll attach a picture of an example of what it looks like (although it's since been updated to drag and drop now instead of the "x" displayed in the KB) and the options for my project settings too. On the test project, the process works fine but just not on the production side which is confusing...

Hope that helps a little more.

Thank you,

Dan

[Kris Dewachter]

HI @Dan Rucker ,

Sorry, I didn't realize you where talking about a Team managed project. It makes more sense now.

I tried this on my own instance, and it should work as you described. You can manage the portal groups in the portal itself. And when you remove an Request Type from the group, it is no longer visible. This works correctly on my instance.

You mentioned it works correctly on your TEST project, but not on your PRD project ? Are these projects on the same cloud instance ?

[Dan Rucker]

Hi @Kris Dewachter ,

Yes, they are both under the same cloud instance and it'll work fine in our test project but not production for some reason. For the historical part, in our production environment, we a have a request type that's for internal use and uses an automation to generate tickets. Since it's currently on our customer portal and can be a cause of confusion, we wanted to hide it. I reproduced that setup in our test project and tested it there to make sure the automation could still use the hidden request type to generate tickets. That worked great. I went to production and then it didn't work great. When I drag and drop it, it snaps back to the right into the group as if you dropped it anywhere outside of that grey "drop here" area.

I've been working on and off on this as time allows over the past few months to compare settings and see if maybe time would help. I'm still having the issue though and am thoroughly confused as to why! Also, I didn't want to add a test Request Type to a group on the production side, try removing it and have it stuck on our customer facing portal. I haven't tried hiding any other request types on production either since that's what our test project was made for and would cause issues with day-to-day operations.

Thank you,

Dan

[Kris Dewachter]

Hi @Dan

Unfortunately, I must admit I don't have a clue anymore on why you are having this issue.

The only thing I could suggest is to create an identical request type that you keep hidden, remove the old request type and migrate all the tickets to the new request type. But I can understand your reluctance to do that on a production environment.

And offcourse you can also try logging a ticket at Atlassian support.

Best regards,

Kris

[Dan Rucker]

Hi @Kris Dewachter ,

No problem, I really appreciate your time, help, and promptness. That may be what end up needing to do but given it's on our production environment, I'll keep investigating a bit more and if no answers turn up, I will get an Atlassian support ticket in as you suggest. If and when a solution is found for this, I'll post it back here as well.

Thanks again!

Dan