Use request type groups to categorize your request types

Enhance your service management with request type groups, which enable the efficient categorization and management of your services. This feature makes it easier for teams like HR to define, organize, deliver, and report on services, enhancing visibility and collaboration within and across departments.

Similar to how portal groups are used to group related request types in the customer portal, request type groups can group related request types within a single project, improving visibility and management for the team(s) handling these requests.

For example, a request type group like ‘Employee onboarding’ might have request types such as ‘Conduct background checks’, ‘Set up payroll’, and ‘Provision hardware for new employee’ assigned to it. Here, ‘Employee onboarding’ represents the service a team or individual is responsible for, while the request types detail the specific types of work or tasks that form a part of that service.

You can use request type groups to create custom queues and use them in JQL queries to facilitate reporting across grouped request types.

To use request type groups, you must be a Jira or project admin and create a new company-managed service project using the HR project template, or:

1. From your service project, select Project settings, then Features.

2. Find Request type groups in the ‘Feature lab’ section.

3. Select the toggle to turn on the Request type groups feature.

4. Under ‘Request management’ in the left navigation, select Request types.

On the request types settings screen, you’ll see a ‘Request type group’ column in the table that displays the name of the group to which each request type has been assigned. There is also a filter that enables the display of the project’s request types by selected request type groups.

Some HR-specific request type groups will be available when creating a new company-managed service project using the HR project template. You can rename or delete these, or create your own.

To assign a request type to a group (or change the group the request type is assigned to):

1. Next to the request type you want to update, select More actions () then in the ‘Request type group’ section, select Edit.

2. Make sure you’re in the Assign to group tab in the modal.

3. On the ‘Request type group’ field, use the dropdown arrow to display the list of available request type groups, then select the one you want to assign the request type to. Note that request types can be assigned to only one request type group at a time.

4. You can create a new request type group by entering the new group name into the field, then selecting Create “name of group”.

5. To remove the group the request type is assigned to, select the cross next to the group name. If no group is selected, the request type will be ‘Unassigned’.

6. Select Done.

To manage request type groups:

1. On the request types settings screen, select More actions () for any request type, then select Edit in the ‘Request type group’ section.

2. Make sure you’re in the Manage groups tab in the modal.

3. To add a new request type group, select Create request type group at the bottom of the modal. Enter the name of your new group, then select the check icon.

4. To rename a request type group, select the name of the group you wish to edit, make your changes then select the check icon.

5. To delete a request type group, select Delete next to the group you wish to delete. You’ll see a message showing the number of request types that will become ‘Unassigned’. Select Delete to proceed.

6. When you’ve finished editing your groups, select Done.

To turn off this feature (in your company-managed project):

1. From your service project, select Project settings, then Features.

2. Find Request type groups in the ‘Feature lab’ section.

3. Select the toggle to turn off the Request type groups feature.