How to receive only email requests in Jira Service Management
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Context
Some customers would like to disable the JSM portal to receive requests so that only email requests can be raised.
Solution
Although it’s not possible to completely disable the JSM portal, we have the ability to hide Request types, by doing so they won’t be available in the portal, however, in case email requests are enabled, customers will still have the option to use the JSM mail handler to raise requests.
To know how to enable email requests see Receive requests from an email address.
Here are the steps of how to hide the Request types for company-managed projects:
From your service project, go to Project settings > Portal settings > Portal groups tab.
Expand the existing portal groups and remove the Request types.
If there are no portal groups or they don’t have Request types associated with them, then it won’t be possible for customers to raise a request in the JSM portal.
For team-managed projects refer to How to hide request type from customer portal for team-managed project.
The portal will still be visible and accessible when going to https://<yoursite>.atlassian.net, you may want to add a portal announcement to direct customers to use email requests.