Configuring request types and workflows

JIRA Service Desk provides a set of default request types that are configured for basic IT help desk scenarios. You can configure the default request types or add new ones to suit the needs of your customers and team. Request types can be organized into groups to help customers find the request they need on the Customer Portal.

You must be a JIRA Service Desk Administrator or Project Administrator to configure request types and workflow statuses.

On this page:

Settings up request types

Each request type in a service desk is based on a JIRA issue type. Open Settings > Request types to manage your project's request types:

Note that a single JIRA issue type can be the basis for many different request types (for example, the "Purchase" issue type serves as the basis for both the "Request new hardware" and "Request new software" requests).

Organizing request types into groups

We recommend using groups if you have seven or more request types, so you can make your request types easier to find on the Customer Portal. You must have more than one group in order for the groups to appear in the Customer Portal:

Administrators and Project Administrators can manage request type groups in Settings > Request types. Simply select a request type and choose an existing group from the dropdown menu or create a new one. Note that request type groups are unique to a service desk project.

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  • You can drag and drop request types to re-arrange them on the Customer Portal. 
  • As groups are displayed in alphabetical order, you can prefix group names with numbers, e.g. 1 Access, 2 Service not working to change the order in which they appear on the portal
  • If you assign multiple groups to a single request type, the request type will appear on multiple tabs.

Customizing the fields on a request type

In Settings > Request types, select Edit Fields next to the request type you wish to edit. The fields and descriptions that appear in a request type are based on the field configured for the corresponding JIRA issue type: 

Use the Fields tab to change the default JIRA field names to more customer-friendly language. For example, the "Summary" field appears as "What do you need?" for customers in the example below: 

If a request type doesn't have the fields you need, you must add a field to the corresponding JIRA issue type. See Configuring Fields and Screens for more information.

Hidden fields and unsupported fields

When you set up request type fields, you can choose to hide fields from customers. These fields will not show up on the Customer Portal, but can be used internally by agents and collaborators. 

The following fields can be added to a request type and given a preset value, but will be hidden from customers:

  • Assignee
  • Linked issues
  • Any fields that are defined by other add-ons in JIRA

These additional fields can't be added to a request type and won't appear in the in the "Add a field" dialog:

  • Issue type
  • Log work
  • Reporter
  • Security level
  • Time tracking

Customizing workflow statuses for a request type

JIRA Service Desk uses the workflow associated with the request's issue type for the flow of the request:

You can re-map the default workflow statuses to more customer friendly statuses that will appear for customers, and you can also map multiple statuses to a single customer status to simplify the appearance of the workflow. Use the Workflow Statuses tab to customize the workflow that customers will see:

Only changes between these customer-visible 'status names' will be reflected in the Customer Portal and its notifications (e.g. a transition between two workflow statuses can be hidden on the Portal by giving them the same 'status name'). For more information about notifications, see Configuring JIRA Service Desk notifications.

If you need to change the workflow of a request, you must edit the workflow associated with the service desk project. You can find this workflow on the project administration section of the service desk project.

Last modified on Jun 22, 2015

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