Manage your request types and ITSM categories

Learn about the four main ITSM categories in Jira Service Management: service requests, incidents, problems, and changes.

Learn how work categories and request types structure work in your service projects.

Learn what request types are, and how you can use them to organize your service project.

Find out how customers and agents can raise requests for your IT teams to resolve.

Learn how to mark a request as complete

Learn how to add your request types to a work category and unlock new features

[System] issue types are the default IT service management issue types available in your service project.

Unassigned request types aren't in an IT service management work category and will appear in your navigation sidebar under 'Queues'.