Jira Service Management: Issues vs. Requests

Jira Service Management Evaluator Resources

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





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

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


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 Management 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 project, their requests automatically become issues that can be tracked in your service project.
    All subsequent comments through the customer portal or over email will be added to the created issue.

Additional information 

Last modified on Nov 9, 2020

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