Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Manage request types in team-managed projects
Request types help you define and categorize incoming requests and allow you to collect the information you need to resolve them.
To view your service project's request types, from your service project, select Project settings, then Request types.
Add more request types to your service project to distinguish different tasks in unique ways and present different forms to collect the right information from your customers.
Create request types in team-managed projects
You must have the administrator role in your project to do the things described in this article. Learn more about team-managed project roles.
Edit request types in your team-managed service project
Change a request type's name
To edit the name of your request type:
From the navigation on the left, select Project settings, then Request types.
Select the request type you want to edit from the list on the left.
Select the request type name field and make your edits.
Select Save changes.
Your request type's name updates everywhere, including in the portal.
Change a request type's portal description
The portal description helps customers know which request type to choose when they visit your portal. It appears under the request type’s name in the list of request forms your customer sees in your portal.
To edit a request type’s portal description:
From the navigation on the left, select Project settings, then Request types.
Select the request type you want to edit from the list on the left.
Select the portal description field and make your edits.
Select Save changes.
Your request type's portal description updates everywhere, most importantly in your portal’s list of request forms.
Change a request type’s portal instructions
Portal instructions help customers complete forms correctly. They appear above the form fields of a request form in your portal. Portal instructions help to clarify when, why, and how a customer should use the request type to request help from your agents.
To edit a request type’s portal instructions:
From the navigation on the left, select Project settings, then Request types.
Select the request type you want to edit from the list on the left.
Select the portal instructions field and make your edits.
Select Save changes.
Change a request type's icon
Request type icons appear internally and in your portal. Agents can use the icons to scan for specific types of requests when addressing them in their queues. In the portal, icons appear in the list of request forms, as well as above the request’s form fields.
To change a request type’s icon:
From the navigation on the left, select Project settings, then Request types.
Select the request type you want to edit from the list on the left.
Select the icon next to the request type name.
Choose a new icon from the list or upload a custom image.
Select Select.
Your request type's icon updates everywhere in Jira and in the customer portal.
Organize your request types into portal groups
Make related request types (and their forms) visible in the same portal group so your customers can easily find the correct request type for their request.
To group request types:
From the navigation on the left, select Raise a request.
Select your avatar icon at the top right, then select Portal groups.
Select + Add group to add a new portal group. Drag and drop to change the order of the groups.
Select a group to manage which request types are added to it.
Select + Add request type and search for or select a request type to add it to the group. You can add a request type to more than one group.
Drag and drop to change the order or remove a request type.
Note that you’ll need more than one group for groups to appear in the portal. Request types that aren't assigned to a group will be hidden from your portal.
Delete request types from your team-managed service project
To delete a request type:
From the navigation on the left, select Project settings, then Request types.
Select the request type you want to delete from the list on the left.
Select More actions () next to the request type’s name, then Delete request type.
If you have requests that use that type, we'll warn you about them. You'll have to change their type to something that you actually use in your service project, or else things can break. Don't worry, Jira Service Management will walk you through how to update those requests, if needed.
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