Easy Tech TutsHow to Create a Request Type in Jira Service Management
By Impran M N
Jira Service Management relies on request types to shape what your customer portal looks like and what information gets collected upfront. This guide covers creating a new request type from scratch.
01Open your service project settings
Go to the project settings for your service desk, where request types are managed.
02Go to the request types area
Find the section listing existing request types available in the customer portal.
03Add a new request type
Create a new type and choose the underlying issue type it maps to, such as Task or Incident.
04Customize the request form
Add or reorder the fields customers will fill in, and write clear labels so the form is easy to understand.
05Publish it to the portal
Make the request type visible in the customer portal and assign it to the right portal group.
Frequently asked questions
Can I hide a request type from certain customers?
Yes, request types can be restricted to specific customer groups or made visible to everyone using the portal.
What's the difference between a request type and an issue type?
The issue type is the underlying Jira data structure, while the request type is the customer-facing form and name shown in the portal.
Can I edit a request type after it's published?
Yes, you can update fields, descriptions, and visibility on a request type at any time without losing existing tickets.
Do request types support conditional fields?
Some setups allow dynamic forms, though basic request types show a fixed set of fields to every requester.
Watch the full walkthrough
The same steps, demonstrated on screen from start to finish.
