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The benefits of using request type templates

A secret weapon for efficiency and consistency, templates provide a starting point to get you setup quickly. Just like our project templates that come with pre-configured request types, workflows, and other default settings, our request type templates can make adding a new request type to your company- or team-managed service project much quicker and easier.

Instead of creating a new request type from scratch, Jira admins will have the option to browse a library of templates designed for a range of different teams and use cases, and select one to quickly create a new request type that can be edited later.

These request type templates act as a starting point for Jira admins who are new to Jira Service Management, as well as those Jira admins who are looking to create consistency across multiple projects, or further customize their project to meet changing needs.

Request type templates can help with:

  • Consistency: helping to ensure that all your request types are standardized and consistent across your service projects.

  • Efficiency: saving you time and effort by using templates as a starting point, and reducing setup and configuration time.

  • Best practices: benefiting from industry best practices while tailoring templates to your organization's unique processes.

  • Streamlined onboarding: simplifying the onboarding process for new team members by providing them with predefined structures to work from.

  • Scalability: scaling your service projects without the headache of recreating request types each time.

About the templates

To explore and use the request type templates:

  • From your service project, go to Project settings , and then Request types.

  • In your company-managed project, select Create request type, then Create from template.

  • In your team-managed project, at the bottom of the list of request types select + Add request type, then Create from template.

You’ll be taken to a full-screen template library, showcasing a range of available request type templates inspired by industry best practices. You can search for the request type you need, or browse the following template categories: analytics, business, customer service, design, facilities, finance, HR, IT, legal, marketing, and sales.

The preview of each template shows the pre-configured fields that appear in the form your customers will fill out in the portal. Once you’ve created your new request type, you can continue to customize these fields and further tailor the request type to your organization's unique processes.

Find out how to create a new request type using templates

Portal groups

You can use portal groups to organize request forms in your portal. When you create a new request type using a template, either select the portal group where the request form will appear, or hide the request form so that it doesn’t appear in any groups.
Read more about portals and portal groups

Issue types and workflows (company-managed only)

In company-managed projects every request type is connected to an issue type, and it’s the issue type that determines the workflow and fields that are visible for the request type.
Read more about issue types, request types, and workflows

If you want to change a specific request type’s workflow in your company-managed project, you can choose to replace it with another existing workflow, or with a new one created from a template.
Find out how to use workflow templates to replace a request type's workflow

Additional Help