Choose default request types for your issue types

Currently, when you change the issue type of an issue in Jira Service Management, that issue’s request type is removed. After changing the issue type, you can manually select a new request type for the issue to make sure the issue works as expected.

If you enable Default Request Types in the feature lab and then change the issue type of an issue, we'll add a request type to the issue for you. When the request type is added, the issue will gain the new request type’s configuration, including the work category (service requests, incidents, problems, or changes). Any automation rules configured for the new request type will work as usual.

You can choose a default request type for each of your issue types by selecting ⚙ Default request type settings on the Default request types card in the Feature Lab. The default request type you’ve selected will automatically be added to an issue after you change its issue type.

If you need a different request type to be added to the issue, you should update the request type manually using the fields panel after changing the issue type.

For example; Maria selects a default request type for the ‘[System] Service request' issue type. She chooses the ‘Fix an account problem’ request type. Later, she changes the issue type of an issue from ‘Service request with approvals’ to ‘[System] Service request’. When she does this, the ‘Fix an account problem’ request type is also added to the issue. Later, she decides to change the request type manually to the 'Get in contact’ request type.

If you’ve enabled this feature but haven't set a default request type for an issue type we’ll automatically add a request type using the logic below:

1. We’ll add the first request type (alphabetically) that has a portal group.

2. If none have a portal group, we’ll add the first available request type alphabetically.

3. If the issue type has no request types, no request type will be added.

If a request type is removed from an issue, and not replaced:

• Request type configuration will change (field ordering changes, hidden fields appear).

• If the issue is in a work category, it will be removed from that work category, and ITSM-specific features such as incident alerts or the change calendar may stop working.

• Request type specific automation stops working.

• Request disappears from the portal and the end user will stop receiving notifications.