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descriptionIssue types categorize your project's work. Add your own or customize suggested issue types to distinguish, search, and sort the work your team takes on.
descriptionRequest types categorize your service project's requests. Add your own or customize suggested request types to distinguish, search, and sort the work your team takes on.

Are you on the right help page?

The following information only applies to next-gen projects.

To check which type project you need help with, look at the bottom of your project’s left-hand sidebar:

  • If you see an icon stating You’re in a next-gen project with Give feedback and Learn more menu items, you're in a project.

  • If you don't, you're in a classic project. Check out our classic project documentation.

Issue types distinguish different types of work in unique ways, and help you identify, categorize, and report on your team’s work across your Jira site. They can help your team build more structure into your working process.

By default, next-gen projects label all your tasks as either Task, if you chose to start with a Kanban project, or Story, if you chose to start with a Scrum project.

To view your project’s issue types: From your project's sidebar, select Project settings > Issue types.

Multiple issue types help you search and sort the work your team takes on, track the progress of specific types of work, even estimate how well your team responds to bugs or how fast they complete larger initiatives.

You can customize your issue types to match any method of project management you want. We recommend agile methodologies, and we provide suggested issue types to help you classify tasks to work in an agile way. 

Request types categorize your service project's work. You can customize them to collect the right information from your customers, so your agents know exactly how to help them.

To view your service project's request types: From your project's sidebar, select Service project settings > Request types.

Add more request types to your service project to distinguish different tasks in unique ways and present different forms to collect the right information from your customers.

Multiple request types help you search and sort the requests your team resolves, track the progress of specific types of request, even estimate how well your team responds to their customers.

You must have the administrator role in your project to do the things described on this page. Learn more about next-gen project roles.

Add suggested issue types to your next-gen software project

You can customize your issue types to match any method of project management you want. Jira Software recommends agile methodologies, and we provide suggested issue types to help you classify tasks to work in an agile way. Learn more about agile and how to run an agile software development project.

To add suggested issue types:

  1. From your project's sidebar, select Project settings > Issue types.
  2. From the sidebar, select + Add issue type.
  3. Choose one of the suggested issue types from the list.
  4. Select Add.

You can add up to 30 issue types.

Your new issue type appears in the sidebar, alongside the other issue types your project uses. You can set an issue's type when you create a new issue in the project or on a board.

By default, next-gen software projects come with these suggested issue types:

Parent issue types

  • Epic. Agile teams use epics to track larger sections of work composed of smaller tasks, bugs and user stories. Jira uses the suggested epic issue type to power other features in next-gen projects, like roadmaps and reports. To use these features, you must use the suggested Epic issue type (and avoid creating your own custom issue type called "Epic"). Learn more about managing epics.

Standard issue types

  • Bug. Agile teams use the bug issue type to track problems with their software, such as user interface discrepancies, broken functionality, or other niggles experience by users.
  • Task. You can use the task issue type to categorize miscellaneous tasks – like technical investigations, administrative work, or other project-adjacent tasks.
  • Story. Agile teams use stories to capture feature requests and development work expressed as user goals.

Subtask issue types

  • Subtask. Sometimes work ends up being more complicated than you expected. Subtasks let you break down a bug, task, or story into smaller discreet tasks. Jira uses the suggested subtask issue type to power other features in next-gen projects like swimlanes on the board, and progress tracking while viewing an issue. To use these features, you must use the suggested Subtask issue type (and avoid creating your own custom issue type called “Subtask”). In next-gen projects, subtasks are called “children” of standard issues like bugs, tasks, or stories. Learn more about managing subtasks.

Create custom issue types in your next-gen software project

You can create your own issue types to truly customize how you track your project and the information you collect to carry out different types of work.

To add your own issue types:

  1. From your project's sidebar, select Project settings > Issue types.
  2. From the sidebar, select + Add issue type.
  3. Select Create issue type.
  4. Give your issue type a name, description, and an icon.
  5. Select Create.

You can add up to 30 issue types.

Your new issue type appears in the sidebar, alongside the other issue types your project uses. You can set an issue's type when you create a new issue in the project or on a board.

Currently, you can only create custom "standard" issue types. You can't create custom "parent" or "subtask" issue types.

Create custom request types in your next-gen service project

You can create your own request types to truly customize how you track your service project work and the information you collect to carry out different types of customer requests.

To add your own request types:

  1. From your project's sidebar, select Service project settings > Request types.
  2. From the sidebar, select + Add request type.

  3. Select Create request type.

  4. Give your request type a name, description, and an icon.

  5. Select Create.

You can add up to 30 request types.

Your new request type appears in the sidebar, alongside the other request types your service project uses. Your request type appears in the customer portal as a form your customers can use to request help.

Edit issue types in your next-gen software project

Change an issue type's name

To edit the name of your issue type:

  1. From your project's sidebar, select Project settings > Issue types.
  2. From the sidebar, select the issue type you want to edit.
  3. Click the issue type's name and edit it how you like.
  4. Click Save changes.

Your issue type's name updates everywhere in Jira.

Change an issue type's description

To edit the description of your issue type:

  1. From your project's sidebar, select Project settings > Issue types.
  2. From the sidebar, select the issue type you want to edit.
  3. Click the issue type's description and edit it how you like.
  4. Click Save changes.

Your issue type's description updates everywhere in Jira.

Change an issue type's icon

Your issue type’s icon helps people scan and quickly distinguish between different types of tasks when they appear on your board, in search results, or in reports.

To edit the icon of your issue type:

  1. From your project's sidebar, select Project settings > Issue types.
  2. From the sidebar, select the issue type you want to edit.
  3. Click the issue type's icon.
  4. Upload a custom image or choose one from the list.
  5. Click Select.

Your issue type's icon updates everywhere in Jira.

Edit request types in your next-gen service project

Change a request type's name

To edit the name of your request type:

  1. From your project's sidebar, select Service project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Click the request type's name and edit it how you like.

  4. Click Save changes.

Your request type's name updates everywhere, including in the customer portal.

Change a request type's portal description

The portal description helps customers know which request type to choose when they visit your customer portal. It appears under the request type’s name in the list of request forms your customer chooses from in your portal.

To edit the portal description of your request type:

  1. From your project's sidebar, select Service project settings > Request types.
  2. From the sidebar, select the request type you want to edit.

  3. Click the request type's description and edit it how you like.

  4. Click Save changes.

Your request type's portal description updates everywhere, most importantly in your customer portal’s list of request forms.

Change a request type’s portal instructions

Portal instructions help customers complete forms correctly. They appear above the form fields of a request form in your customer portal. Portal instructions act as help text that you can use to clarify when, why, and how a customer should use the request type to request help from your service agents.

To edit the portal instruction of your request type:

  1. From your project's sidebar, select Service project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Click the request type's portal instructions and edit them how you like.

  4. Click Save changes.

Your request type’s portal instructions updates above your request type’s form fields in the customer portal.

Change a request type's icon

Request type icons appear internally and in your customer portal. Service agents can use the icons to scan for specific types of requests when addressing them in their queues. In the customer portal, icons appear in the list of request forms, as well as above the request’s form fields.

To edit the icon of your request type:

  1. From your project's sidebar, select Service project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Click the request type's icon.

  4. Upload a custom image or choose one from the list.

  5. Click Select.

Your request type's icon updates everywhere in Jira and in the customer portal.

Group request types

Request type groups appear in the customer portal. Categorize your request types into groups to help your customers navigate through the portal and find the correct request type for their request.

To group request types:

  1. From your service project's sidebar, select Raise a request.

  2. Select Customize.

  3. Select Request type groups.

  4. Click + Add group or select an existing request type group.

  5. Click + Add request type and select a request type.

Changes made to request type groups are reflected in the portal.

Restrict access to an issue type in your next-gen software project

Some tasks may contain sensitive or confidential information. For example, to get their job done, software teams may require access to personally identifiable information (PII) or sensitive financial data. You can easily create an issue type to estimate, prioritize, and track this type of sensitive or confidential work. And, you can restrict who sees that type of work to specific roles in your project.

To restrict newly-created issues:

  1. From your project's sidebar, select Project settings > Issue types.

  2. From the project’s sidebar, select Project settings > Issue types.

  3. From the sidebar, select the issue type that you want to restrict access to.

  4. Choose the lock icon at the top-right of the issue type.

  5. Select the roles that can view new issues by default from the dropdown.

  6. Select Restrict.

Any newly create issues are restricted to the roles you’ve nominated. Previously-created issues are unaffected.

Roles that have permission to Restrict any issue can change an issue’s restriction while viewing it. Learn more roles and permissions.

Deleting a custom role that has associated issue restrictions will make the issues unaccessible to the role. For instance, if there is a custom role Developer, and the issues are only restricted to this role, then the issues become unaccessible when the role is deleted. If the issues are restricted to a set of roles which includes Developer, then the issues can be accessed by other roles when Developer role is deleted.

Delete issue types from your next-gen software project

To delete an issue type:

  1. From your project's sidebar, select Project settings > Issue types.
  2. From the sidebar, select the issue type you want to delete.
  3. Select  Delete issue type.

If you have issues that use that type, we'll warn you about them. You'll have to change their type to something that you actually use in the project, or else things can break. Don't worry, Jira will walk you through how to update those issues, if needed.



Delete request types from your next-gen service project

To delete a request type:

  1. From your project's sidebar, select Service project settings > Request types.

  2. From the sidebar, select the request type you want to delete.

  3. Select … Delete request type.

If you have requests that use that type, we'll warn you about them. You'll have to change their type to something that you actually use in your service project, or else things can break. Don't worry, Jira Service Management will walk you through how to update those requests, if needed.