Jira Service Desk: Issues vs. Requests

Jira Service Desk Evaluator Resources

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Question

What's the difference between requests and issues in Jira Service Desk?

Environment

Server/Cloud

Answer

Issues:

Issues are how pieces of work are internally represented in Jira Service Desk to admin and agents.

Your Jira Service Desk administrator chooses what kind of issue types exist in your Service Desk project to represent different types of work that agents do. 
Jira Service Desk agents can self-assign Jira Service Desk issues. 

Requests:

Requests are how issues are phrased or represented on the customer portal to customers or end users.
Phrasing request types in a customer-friendly way allows your customers to quickly identify what kind of service or request they need.

The relationship between issues and requests:

  • Request types are based on issue types that exist within your Service Desk project. You choose which fields and workflow statuses of an issue are surfaced to the customer in a request form on the customer portal.
    See configuring request types and workflows for more on the process.

  • When customers submit requests through your customer portal or by sending an email to your service desk, their requests automatically become issues that can be tracked in your Service Desk project.
    All subsequent comments through the customer portal or over email will be added to the created issue.

Additional information 


Last modified on Sep 21, 2018

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