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Assign, unassign, or move request types from a work category

Jira Service Management gives issues access to the unique features of one of five work categories: service requests, incidents, problems, changes, and post-incident reviews. Learn more about Jira Service Management’s work categories.

You can change the category of a request type (and the issues associated with it) at any time by selecting Move request type from the more menu '' of any request type. If you’re not sure which category will work best for you, learn more about how to use work categories in Jira Service Management.

Unassigned request types don’t belong to any work category. If you’ve recently enabled work categories in your existing service project, all current request types will be moved to the Unassigned section of the Request types page in your Project settings.

Once your request types have been added to a work category, you’ll find issues of those types in the relevant queue. For example, if you put the ‘Reset my password' request type in the service requests category, all existing and new issues of that type will appear in the Service requests queue in your service project’s navigation sidebar.


To assign unassigned request types to a work category:

  1. From your service project sidebar, select Project settings > Request types.

  2. Open the work category you would like to assign request types to.

  3. Select Assign request types.

  4. Select the request types you would like to assign to that category.

  5. Select Review.

  6. Select Continue once you're happy with your selection.

  7. Select Confirm to assign your selected request types to their new category.

 

To move a request type to a different work category:

  1. From your service project sidebar, select Project settings > Request types.

  2. Open the work category that the request type is assigned to.

  3. Find the request type you would like to move.

  4. Select the more menu '' to the right of the request type.

  5. Select Move request type.

  6. Choose a new work category for your request type.

  7. Select Continue.

  8. Select Confirm to move your selected request type to the new category.

Unassigned request types must be assigned before they can be moved.

 

To unassign a request type from a work category:

  1. From your service project sidebar, select Project settings > Request types.

  2. Open the work category that the request type is assigned to.

  3. Find the request type you would like to unassign.

  4. Select the more menu '' to the right of the request type.

  5. Select Move request type.

  6. Select the Unassigned option.

  7. Select Continue.

  8. Select Confirm to unassign the request type.

Issues with an unassigned request type will appear in Queues only. Fields, details, and functionality unique to a specific work category may not be visible on issues with unassigned request types.

Additional Help