Learn how to succeed in your role as a service desk agent.
Request types are the types of requests that your help-seekers can create. They help you to define and organize incoming requests so that your team can help customers more efficiently.
Learn what request types are and how to categorize requests when your customers raise them.
Learn how to create a new request type and make a new category of customer requests.
Learn how to delete a request type from your service desk.
You can group your request types into portal groups to make it easier for customers to find requests.
Each request type has fields that you can customize to decide what information your customers give you when they raise a request.
You can change how a request type transitions by changing the workflow.
Jira issues follow a workflow composed of a set of statuses and transitions that the issues move through during their lifecycle.
There are fields in request types that you can hide, but other fields that aren't supported.
Tips to help you help your customers find the right request types
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