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What are unassigned request types?

This article refers to features that will be rolling out in the coming months, and may not currently be available on your Jira Service Management site. To find out when these features will be live on your site, keep an eye on our release notes or on the Atlassian Community.

If you’ve recently added IT service management (ITSM) categories to your service project, your existing request types will become unassigned - meaning they don’t belong to an ITSM category. Requests with an unassigned request type don't have access to the specilased features of ITSM categories (such as dedicated change management integrations and automation to help minimize risk to your deployments, or modern incident management features including the incident timeline, conference call and chat capabilities).

Requests with an unassigned request type will appear in your navigation sidebar under Queues rather than in one of the four ITSM queues (the Service requests, Incidents, Problems, or Changes queues).

To create an unassigned request type, and then assign it to an ITSM category later, you can do so by selecting Create request type in the Unassigned section of the Request types page in your Project settings.

If you select Assign request types in the Service requests, Incidents, Problems, or Changes section of the Request types page in your Project settings, you can assign any unassigned request types to the selected ITSM category. Learn how to assign an existing request type to an ITSM category.

Last modified on Jul 30, 2021
Cached at 12:16 AM on Sep 18, 2021 |

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