• Products
  • Get started
  • Documentation
  • Resources

Jira Automation docs have moved

All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.

Go to Cloud Automation documentation | Why did we do this?

How are request types used in my service project?

Request types let you define and organize incoming issues so your service project team can more efficiently help your customers. If you're moving to Jira Service Management from another service desk application, you can add your existing requests during this step.

If you're setting up service project request types for the first time:

  • Think about how your customer would write a request, for example Purchase a new monitor instead of Submit a hardware request.

  • Break request types down into smaller chunks, such as Get help with printers or Get wi-fi access.

  • Avoid specialist terminology. For example, use I need access rather than Deploy SSH key.


You can find out more about request types and how to use them in our documentation.Categorize customer requests into request types or learn more about request types in team-managed projects.

Additional Help