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Ability to hide 'child request' forms from the main catalog


Not sure whether this should go into Report Problem or Feature Request, it's a bit of both.

When we first started using Freshservice, we created a form in the Service Catalog, and on that form we had 3 additional items so 3 child tickets would be created. These forms were only to be used as part of the main form and nowhere else, so we looked for a method of hiding the forms from the catalog. Through trial and error, we discovered that if, on the forms that were to be hidden, we set the visible access to a group level that had no contacts or any conditions at all, then this removed the form from the user view, but it could still be seen within the main forms additional items and submitted as usual.

I believe now this was more of an exploit than a proper feature, though it could be that this was an unintentional benefit of the system that has since been removed.

So this is either a report of a problem with the Service Catalog forms, or a request to reinstate the 'feature' that allowed the forms to be hidden while still having them be displayed as additional items.

Hi Tom,

Hope you had a great weekend!

This is possible by using the following method.

1) Move all the items to one Category and hide the category from the end user page
2) Default the Service Catalog to a specific Service Catalog Category

If you think that you want to give a try, we can show a POC in your Sandbox Portal.

Looking forward to hearing back from you.



Technical Account Manager | Freshservice

2 people like this

Hi Jayesh,

I would like to try this. All the items to be hidden are in a single category, both in our live and sandbox systems. Again, it is important that the items are hidden from the main view, but still show in an additional item list for another form. We were unaware that the Service Catalog could default to a category, so that is another thing we would like to see. Could you contact me direct, and copy in our usual TAM, Raj (rajagopal@freshworks.com)?


Hi Tom,

Good to hear back from you.
Sure, I will connect with Raj and ask him to get in touch with you and take this further.



I am trying to do this as well but do not see how to hide a category. Can you help me out here?

Hi Patrick,

We can help you hide a service category in your end-user portal through Portal Customization. Let me reach out to you via email and assist you further with this.



I would like to implement this as well.  Please advise.

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