Manage your request types and ITSM categories

Tickets are the requests raised in your service project either by customers, or by agents on your customer's behalf. You can use ITSM categories and request types to organize the requests your customers submit.

What are work categories?
Learn about the four main ITSM categories in Jira Service Management: service requests, incidents, problems, and changes.
Using work categories in IT service management projects
Learn how work categories and request types structure work in your service projects.
What are request types in IT service management?
Learn what request types are, and how you can use them to organize your service project.
Resolve an ITSM request
Learn how to mark a request as complete
Assign, unassign, or move request types from a work category
Learn how to add your request types to a work category and unlock new features
What are default [System] issue types?
[System] issue types are the default IT service management issue types available in your service project.
What are request channels?
Find out how customers and agents can raise requests for your IT teams to resolve.
What are unassigned request types?
Unassigned request types aren't in an IT service management work category and will appear in your navigation sidebar under 'Queues'.

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