Choose default request types for your work types
This feature is part of the feature lab, a space where we showcase new ideas and ways of working. It might be improved, modified, or removed in the future. Find out more about the feature lab.
You can manage this feature in the feature lab.From your service project, select Project settings, then Features.Under the Feature lab heading, use the toggle to enable or disable Default request types.
Currently, when you change a work item’s work type in Jira Service Management, it’s request type is removed. After changing the work type, you can manually select a new request type for the work item to make sure it continues to work as expected.
If you enable Default Request Types in the feature lab and then change the work type of a work item, we'll add a request type to the work item for you. When the request type is added, the work item will gain the new request type’s configuration, including the work category (service requests, incidents, problems, or changes). Any automation rules configured for the new request type will work as usual.
You can choose a default request type for each of your work types by selecting ⚙ Default request type settings on the Default request types card in the Feature Lab. The default request type you’ve selected will automatically be added to a work item after you change its work type.
If you need a different request type to be added to the work item, you should update the request type manually using the fields panel after changing the work type.
For example; Maria selects a default request type for the ‘[System] Service request' work type. She chooses the ‘Fix an account problem’ request type. Later, she changes the work type of a work item from ‘Service request with approvals’ to ‘[System] Service request’. When she does this, the ‘Fix an account problem’ request type is also added to the work item. Later, she decides to change the request type manually to the 'Get in contact’ request type.
If you’ve enabled this feature but haven't set a default request type for an work type we’ll automatically add a request type using the logic below:
We’ll add the first request type (alphabetically) that has a portal group.
If none have a portal group, we’ll add the first available request type alphabetically.
If the work type has no request types, no request type will be added.
If a work has an work type only, your requests won’t have access to all of Jira Service Management’s features. If you have work categories enabled, work items without a request type are only visible in Queues, and will not be visible in individual work categories.
If a request type is removed from a work item, and not replaced:
Request type configuration will change (field ordering changes, hidden fields appear).
If the work item is in a work category, it will be removed from that work category, and ITSM-specific features such as incident alerts or the change calendar may stop working.
Request type specific automation stops working.
Request disappears from the portal and the end user will stop receiving notifications.
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