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Create a request type

Request types help you define and categorize incoming requests and allow you to collect the information you need to resolve them.

Your service project comes with default request types based on the project template that was used to create it. You can customize these and add more to suit the needs of your customers and team.

You must be a Jira or project admin to create request types. The instructions below are for company-managed projects. Find out how to create a new request type in a team-managed project.

How to create a new request type

  1. From your service project, go to Project settings , and then Request types.

  2. Select Create request type.

From here, you can select Create custom to build your own request type, or Jira admins can select Create from template to use templates designed for different teams and use cases to quickly create a new request type that can be edited later.

Create custom

  1. Select Create custom.

  2. Enter the request type name, description, icon, and issue type, then select Next.

  3. Select a portal group, create a new portal group, or leave the checkbox unselected to hide this request type from your portal.

  4. Select Create.

Create from template (Jira admins only)

  1. Select Create from template.

  2. Browse, search, and Preview the different templates.

  3. Select the template you want to use to create your new request type.

  4. Review and update the request type’s details including name, description, icon, portal group, and issue type and associated workflow.

  5. Select Save.

For both of these methods, the request type object will be created and associated with the selected issue type and workflow. You’ll then need to determine what fields will be displayed to both your customers and your agents.
Read more about how request types, issue types, and workflows connect

You can customize each request type to show different fields and collect the exact information your team needs to succeed.
Find out how to customize the fields of a request type

You can also update the names of the workflow statuses your customers will see.
Find out how to customize the workflow statuses for a request type


This page is for company-managed projects

If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.


Additional Help