Configuring request types and workflows

Request types are the types of issues that your customers can raise in your service desk. While your service desk comes with a set of default request types, you can add new ones to suit the needs of your customers and team. Request types can also be organized into groups, to help customers find the request they need in the customer portal.

You need to be a project administrator to set up request types and workflows in your project.

Set up request types

Each request type is based on an issue type. Although, a single issue type can be the basis for many different request types. For example, both the Request new hardware and Request new software request types, are based on the Purchase issue type. 

You need to be a project administrator to create request types.

To create request types:

  1. In your service desk project, select Project settings () > Request types.

  2. Enter the IconRequest name and Issue type. Optionally, enter a Description.
  3. Click Create request type.

Organize request types into groups

You can group request types to make it easier for customers to find what they need. You need more than one group for groups to appear in the customer portal. Groups are displayed in a dropdown. Customers choose a group from the first dropdown menu, then a request type from the next dropdown menu.

You need to be a project administrator to organize request types.

To organize request types:

  1. In your service desk project, select Project settings () > Request types.
  2. Choose the group you want to add request types to, or select +Add group to create a new group.
  3. Enter the request details and click Create request type, to add a new request type or click Add existing request type to add an existing request type. You can add a request type to more than one group.
  4. Drag and drop request types to rearrange them in your groups.
  5. Drag and drop groups to re-arrange them in your portal.

Customize the fields on a request type

The fields and descriptions that appear in a request type are based on the fields configured for the issue type it's based on. If the issue type doesn't have the fields you need, you must add a field to the Jira issue type that the request type is based on. If the issue type uses multiple screen schemes, the new field must be available in the create screen. See Associating a screen with an issue operation.

However, you are able to edit your request type fields or add new ones. When editing request type fields, you can change the default field names to more customer friendly language. For example, the Summary field appears as What do you need? for customers. 

You need to be a project administrator to customize or hide fields on request types.

To customize fields for a request type:

  1. In your service desk project, select Project settings () > Request types.
  2. Select Edit fields for the request type you want to customize.
  3. Edit the fields you want to change, or select +Add a field to add a new field.

You can also keep fields hidden but available on the request type so that their value can be used for other processes. For more details about how different types of fields work in Jira Service Desk, see Hidden fields and unsupported fields.

To hide a field in a request type:

  1. In your service desk project, select Project settings () > Request types.
  2. , Select Edit fields for the request type you want to hide a field in.
  3. In Visible fields, select the Hide action for the field you want to hide.

Customize the 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. 

To customize the workflow that customers will see:

  1. In your service desk project, select Project settings () > Request types.
  2. Select Edit fields for the request type whose workflow you want to customize.
  3. Select the Workflow Statuses tab.
  4. Under Status name to show customer, enter the workflow name that you want customers to see.
  5. Click Save to confirm your changes

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 in the Portal by giving them the same status name). For more information about notifications, see Configuring service desk notifications.

If you need to change the workflow of a request, you must edit the workflow associated with the service desk project:

  1. From your service desk project, select Project settings ( ) > Workflows.
  2. Select the Edit action for the workflow you want to edit.

tip/resting Created with Sketch.

We're rolling out a new issue view for Jira Service Desk, with one consistent screen to view and edit requests. It looks a little different and some procedures have changed slightly, so take a look at our info page to see what's new and get the latest updates.

Hidden fields and unsupported fields of request types

Each request type in a service desk is based on an issue type. Every issue type has a set of allowed (and sometimes required) fields associated with it. As you set up the request type, you can choose to include fields that are hidden on the customer portal but still provide value to assist with your internal processes and reporting. For example, you might want to set the value of the Label field as Hardware for the Request new hardware request type and set the value as Software for the Request new software request type.

Some fields used by an issue type are not supported for use in the customer portal. If you include these fields on a request type, they will automatically be added to the Hidden fields with preset values section and you'll be required to set a value for them.

Other fields aren't supported for use in Jira Service Desk.

These fields can be added to the request type and given a preset value, but you cannot make them visible on the customer portal:

  • Assignee
  • Linked issues
  • Any fields that are defined by other Jira applications
  • Group, project, and version picker custom fields

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

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

Last modified on Apr 10, 2019

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