Jira Service Management: Create an Issue vs: Raise a Request

Jira Service Management Evaluator Resources

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How does 'Create an issue' differ from' Raise a request' in Jira Service Management?




  • The 'Create' button in your Jira menu bar creates a Jira issue, not necessarily a Jira Service Management issue. To change Jira issues into Jira Service Management issues, you need to manually select an Request Type for the field Customer Request Type.

  • To raise an issue as a Jira Service Management issue, you need to use the Raise a Request option on the left-hand sidebar. Alternatively, the issue can come through your customer portal (recommended) or to a dedicated inbox over email, and this causes the issues to come in with a Request Type applied.

  • You can filter between different request channels by using the request-channel-type field (see more about the Request Channel Type field in our advanced searching - fields reference).


Last modified on Nov 9, 2020

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