Glossary of Atlassian Terms
What is 'Request Type'?
Definition
A request type defines how users ask for help in Jira Service Management. It’s the layer that sits between the customer-facing portal and your internal workflow, translating a user-friendly request (“I need access” or “Something is broken”) into the correct work item behind the scenes.
Request types control what users see on the portal, which fields they fill out, and how requests are categorized. Internally, multiple request types can map to the same workflow, allowing teams to keep processes consistent while tailoring the customer experience. Well-designed request types reduce back-and-forth, improve data quality, and help teams respond faster because the right information is collected upfront.
