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Create request types in company-managed projects

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

Your service project may come with some default request types determined by 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.

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 blank 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.

Build your own request type

  1. Select Create blank.

  2. Enter the request type name and description, choose an icon, and select a portal group and issue type.

  3. Select Save.

You can also build your own request type by selecting the Blank template from the request type template library.

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.

  5. Select Save.

Jira admins who are using Atlassian Intelligence on the Premium or Enterprise editions of Jira Service Management will see the third option to Create using AI.

For any 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

Additional Help