Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Set or change the virtual service agent default request type
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The virtual service agent can create issues in Jira Service Management on behalf of your customers.
When the virtual service agent creates an issue, it uses the virtual service agent default request type, unless you override it in a specific intent’s conversation flow using a change request type and fields step. Read more about step types in the virtual service agent.
Hidden request types and required fields
Before you begin, make sure your virtual service agent default request type:
Is not hidden from the portal. If the virtual service agent has problems automatically creating issues, it may send customers a link to the request form for the default request type on your portal. A hidden default request type means that this link won’t work, and customers won’t be able to get help. Read more about organizing request types in the portal.
Has no required fields. The virtual service agent has no way to fill out required fields when creating issues using the default request type. Find out how to add or remove fields from a request type.
Set or change the virtual service agent default request type
You need to be a project admin to set or change the virtual service agent default request type.
From your service project, select Project settings, then Channels & self service, then Virtual service agent.
Select Settings, and then Basic settings.
Under Default request type, select the request type you want the virtual service agent to use when creating issues.
Select Save.
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