What are request types?

Request types help you define and categorize different types of incoming requests. When customers submit a request via your project’s active channels (e.g., email, chat, or portal), they select the relevant request type (e.g., New employee onboarding) and fill in the fields of the request form, providing your team with the information they need to manage and resolve the request efficiently.

Projects created from a project template come with some pre-configured request types. Go to Project settings, Request management, then Request types to review and edit your request types. Or add new ones by customizing a blank request type, using a request type template as a starting point, or using AI to suggest request types based on your inputs (AI option is only available to JIra admins using Atlassian Intelligence on Premium or Enterprise editions).

Find out how to:

• customize request types

• create new request types

• and also duplicate existing request types

to meet your needs.

In company-managed projects, each request type is connected to an issue type which primarily provides the workflow for the request type. Learn more about the relationship between request types and issue types.

If you're setting up request types for the first time:

• think about how someone would make a request – use plain language and avoid specialist terminology. For example, use Get access rather than Deploy SSH key.

• break request types down into specific requests without getting too granular – if you have too many request types, it can be hard for help-seekers to find the one they need.

You can make it easy for people to seek help from the appropriate team by organizing request types into portal groups.

In company-managed projects, you can also make it easy for your teams to manage the services they’re responsible for by organizing request types into request type groups.