{"id":12770,"date":"2025-07-22T19:56:19","date_gmt":"2025-07-22T17:56:19","guid":{"rendered":"https:\/\/actonic.de\/?p=12770"},"modified":"2025-07-22T19:57:35","modified_gmt":"2025-07-22T17:57:35","slug":"issue-type-work-type-vs-request-type-in-jira-service-management-do-i-need-both","status":"publish","type":"post","link":"https:\/\/actonic.de\/en\/issue-type-work-type-vs-request-type-in-jira-service-management-do-i-need-both\/","title":{"rendered":"Issue type (work type)\u202fvs\u202frequest type in\u202fJira Service Management: Do I need both?"},"content":{"rendered":"

[vc_row][vc_column][vc_column_text css=””]<\/p>\n

Issue\u202ftype vs. Request\u202ftype<\/h2>\n

Ever thought why should we even bother with request types in JSM? What is even the difference between issue type and request type in Jira? Request types feel like extra bureaucracy. We already have work types (issue types), and they are totally enough!<\/p>\n

No, they are not!<\/strong><\/em><\/p>\n

\n

Issue\u202ftypes are what your service team works on inside Jira; request\u202ftypes are the friendly forms customers fill out to create those issues.<\/p>\n<\/blockquote>\n

How it works<\/h2>\n
\n
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<\/div>\n
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<\/div>\n<\/div>\n
<\/div>\n
\n\n\n\n<\/colgroup>\n\n\n\n\n\n\n\n
\n

Request type (customer\u2011facing form)<\/p>\n<\/th>\n

\n

Underlying issue type (agent\u2011facing)<\/p>\n<\/th>\n<\/tr>\n

\n

\u201cI forgot my password\u201d<\/p>\n<\/td>\n

\n

Service\u202fRequest<\/p>\n<\/td>\n<\/tr>\n

\n

\u201cNew laptop request\u201d<\/p>\n<\/td>\n

\n

Service\u202fRequest<\/p>\n<\/td>\n<\/tr>\n

\n

\u201cAccess to SaaS tool\u201d<\/p>\n<\/td>\n

\n

Service\u202fRequest<\/p>\n<\/td>\n<\/tr>\n

\n

\u201cSomething\u2019s broken\u201d<\/p>\n<\/td>\n

\n

Incident<\/p>\n<\/td>\n<\/tr>\n

\n

\u201cWebsite is down\u201d<\/p>\n<\/td>\n

\n

Incident<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n

<\/div>\n
<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

All<\/em> of the \u201cNew laptop\u201d, \u201cPassword reset\u201d, and \u201cAccess to SaaS tool\u201d forms above create the same Service\u202fRequest<\/strong> issue type in the queue, but each form:<\/p>\n

    \n
  • \n

    shows only the fields you choose for that scenario (e.g., laptop model vs. system username),<\/p>\n<\/li>\n

  • \n

    has its own friendly name, icon, and help text on the portal,<\/p>\n<\/li>\n

  • \n

    can live in a different portal group (\u201cHardware\u201d, \u201cAccounts\u201d, etc.),<\/p>\n<\/li>\n

  • \n

    can have its own automation triggers (because you can filter on Request type = “New laptop request”<\/span>).<\/p>\n<\/li>\n<\/ul>\n

    That is how we keep it at Actonic:<\/p>\n

    [\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=”12771″ img_size=”full” add_caption=”yes” alignment=”center” style=”vc_box_shadow_border” onclick=”link_image” css=””][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

    Why use multiple request types for one issue type?<\/h3>\n

    It give you absolute control over two viewpoints:<\/p>\n

    \n
    \n
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    \n
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    <\/div>\n
    \n
    <\/div>\n<\/div>\n
    <\/div>\n
    \n\n\n\n\n<\/colgroup>\n\n\n\n\n
    \n

    Who\u2019s looking?<\/p>\n<\/th>\n

    		\n

    What they see<\/p>\n<\/th>\n

    		\n

    Why it matters<\/p>\n<\/th>\n<\/tr>\n

    \n

    Agents \/ IT staff<\/strong> (inside Jira)<\/p>\n<\/td>\n

    		\n

    Issue\u202ftype<\/strong>, e.g. Service\u202fRequest, Incident, Change<\/em><\/p>\n<\/td>\n

    		\n

    Drives the workflow, SLAs, fields, and reports.<\/p>\n<\/td>\n<\/tr>\n

    \n

    Customers \/ Employees<\/strong> (help center)<\/p>\n<\/td>\n

    		\n

    Request\u202ftype<\/strong>, e.g. \u201cReset my password\u201d, \u201cOrder a laptop\u201d<\/em><\/p>\n<\/td>\n

    		\n

    Makes it crystal\u2011clear how to ask for help and what info to provide.<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n

    <\/div>\n
    <\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

    How they connect<\/h3>\n
      \n
    • \n

      One issue\u202ftype can have many request\u202ftypes.<\/strong>
      Example:<\/em> The single issue\u202ftype Service\u202fRequest<\/strong> might power the request\u202ftypes \u201cNeed a new monitor\u201d, \u201cVPN access\u201d, and \u201cGeneral question\u201d.<\/p>\n<\/li>\n

    • \n

      A request\u202ftype must<\/strong> map to one issue\u202ftype, but never the other way around.<\/p>\n<\/li>\n

    • \n

      Change the issue\u202ftype\u2019s workflow or fields \u2192 every request\u202ftype that points to it inherits those changes.<\/p>\n<\/li>\n<\/ul>\n

      Why bother with both?<\/h3>\n
      \n
      \n
      \n
      \n
      \n
      <\/div>\n
      \n
      <\/div>\n<\/div>\n
      <\/div>\n
      \n\n\n\n<\/colgroup>\n\n\n\n\n\n
      \n

      Benefit<\/p>\n<\/th>\n

      		\n

      What it does for you<\/p>\n<\/th>\n<\/tr>\n

      \n

      Cleaner customer portal<\/strong><\/p>\n<\/td>\n

      		\n

      Users see plain language (\u201cMy screen is cracked\u201d) instead of IT jargon (\u201cIncident\u2011Low Severity\u201d).<\/p>\n<\/td>\n<\/tr>\n

      \n

      Less configuration overhead<\/strong><\/p>\n<\/td>\n

      		\n

      Keep a small, tidy set of issue\u202ftypes; just add more request\u202ftypes as new scenarios pop up.<\/p>\n<\/td>\n<\/tr>\n

      \n

      Targeted automation & SLAs<\/strong><\/p>\n<\/td>\n

      		\n

      Automations can trigger on request\u202ftype = \u201cOrder laptop\u201d<\/em> even though it\u2019s still a Service\u202fRequest under the hood.<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n

      <\/div>\n
      <\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

      How do I create a request type in Jira Service Management?<\/h3>\n

      Just follow these 3 steps:<\/p>\n

        \n
      1. \n

        Add request\u202ftype<\/strong>
        Project\u202fSettings \u2192\u202fRequest types<\/strong> \u2192Create request type.<\/em> You can create from blank, use a template or AI help!<\/p>\n<\/li>\n

      2. \n

        Design the portal form<\/strong>
        Drag the fields you actually need, rename them in human words, hide geeky ones.<\/p>\n<\/li>\n

      3. \n

        Save & test<\/strong>
        Open the Help Center as a user and make sure it looks and feels right.<\/p>\n<\/li>\n<\/ol>\n

        [\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=”12773″ img_size=”full” add_caption=”yes” alignment=”center” style=”vc_box_shadow_border” onclick=”link_image” css=””][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

        It is that easy! Give it a try yourself!<\/p>\n

        Cheat sheet<\/h3>\n
        \n
        \n
        \n
        \n
        \n
        <\/div>\n
        \n
        <\/div>\n<\/div>\n
        <\/div>\n
        \n\n\n\n<\/colgroup>\n\n\n\n\n\n\n
        \n

        If you hear\u2026<\/p>\n<\/th>\n

        		\n

        Think\u2026<\/p>\n<\/th>\n<\/tr>\n

        \n

        \u201cIssue\u202ftype\u201d<\/p>\n<\/td>\n

        		\n

        Engine<\/strong>! That\u2019s how Jira processes the ticket.<\/p>\n<\/td>\n<\/tr>\n

        \n

        \u201cRequest\u202ftype\u201d<\/p>\n<\/td>\n

        		\n

        Front door<\/strong>! That\u2019s how users ask for help.<\/p>\n<\/td>\n<\/tr>\n

        \n

        \u201cMany request\u202ftypes to one issue\u202ftype\u201d<\/p>\n<\/td>\n

        		\n

        Lots of doors, same room behind them.<\/p>\n<\/td>\n<\/tr>\n

        \n

        \u201cWhy does my new field not show on the form?\u201d<\/p>\n<\/td>\n

        		\n

        It isn\u2019t on the issue\u202ftype\u2019s screen yet.<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n

        <\/div>\n
        <\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

        Bottom line<\/h3>\n

        Issue\u202ftypes keep your internal process stable.
        Request\u202ftypes keep your customers happy.<\/strong><\/p>\n

        Treat issue\u202ftypes as the skeleton and request\u202ftypes as the costume. Together they let you run a tidy service desk and give users a no\u2011brainer way to ask for what they need.<\/p>\n

        [\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

        Difference between Jira Service Management issue types and request types explained, plus a simple guide to configure request types<\/p>\n","protected":false},"author":33,"featured_media":12771,"comment_status":"closed","ping_status":"open","sticky":false,"template":"single_no_cta.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[242,244],"tags":[283],"class_list":["post-12770","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles-atlassian-best-practises","category-articles-incident-management","tag-jsm-en"],"acf":[],"yoast_head":"\nIssue type (work type)\u202fvs\u202frequest type in\u202fJira Service Management: Do I need both? - Actonic \u2013 Unfolding your potential<\/title>\n<meta name=\"description\" content=\"Difference between Jira Service Management issue types and request types explained, plus a simple guide to configure request types\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/actonic.de\/en\/issue-type-work-type-vs-request-type-in-jira-service-management-do-i-need-both\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Issue type (work type)\u202fvs\u202frequest type in\u202fJira Service Management: Do I need both?\" \/>\n<meta property=\"og:description\" content=\"Difference between Jira Service Management issue types and request types explained, plus a simple guide to configure request types\" \/>\n<meta property=\"og:url\" content=\"https:\/\/actonic.de\/en\/issue-type-work-type-vs-request-type-in-jira-service-management-do-i-need-both\/\" \/>\n<meta property=\"og:site_name\" content=\"Actonic \u2013 Unfolding your potential\" \/>\n<meta property=\"article:published_time\" content=\"2025-07-22T17:56:19+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-22T17:57:35+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/actonic.de\/wp-content\/uploads\/2025\/07\/Screenshot-2025-07-22-at-19.17.59.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1497\" \/>\n\t<meta property=\"og:image:height\" content=\"745\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Rustem Shiriiazdanov\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rustem Shiriiazdanov\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/issue-type-work-type-vs-request-type-in-jira-service-management-do-i-need-both\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/issue-type-work-type-vs-request-type-in-jira-service-management-do-i-need-both\\\/\"},\"author\":{\"name\":\"Rustem Shiriiazdanov\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/#\\\/schema\\\/person\\\/315396086623b0d7b90e64da0a72acc6\"},\"headline\":\"Issue type (work type)\u202fvs\u202frequest type in\u202fJira Service Management: Do I need both?\",\"datePublished\":\"2025-07-22T17:56:19+00:00\",\"dateModified\":\"2025-07-22T17:57:35+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/issue-type-work-type-vs-request-type-in-jira-service-management-do-i-need-both\\\/\"},\"wordCount\":723,\"image\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/issue-type-work-type-vs-request-type-in-jira-service-management-do-i-need-both\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/actonic.de\\\/wp-content\\\/uploads\\\/2025\\\/07\\\/Screenshot-2025-07-22-at-19.17.59.png\",\"keywords\":[\"JSM\"],\"articleSection\":[\"Atlassian Best Practises\",\"Incident Management\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/issue-type-work-type-vs-request-type-in-jira-service-management-do-i-need-both\\\/\",\"url\":\"https:\\\/\\\/actonic.de\\\/en\\\/issue-type-work-type-vs-request-type-in-jira-service-management-do-i-need-both\\\/\",\"name\":\"Issue type (work type)\u202fvs\u202frequest type in\u202fJira Service Management: Do I need both? 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