Issue types and request types
Jira uses issue types to define the purpose of issues, while Jira Service Management uses request types for the same purpose. Behind the scenes, each request type is mapped to an issue type. The one key difference between the two is that a request type is what is shown to the customers, and often has a more descriptive name. For example, an issue type is called an Incident, and the corresponding request type will be called a Report System Outage. You can think of request types as issue types with a more informative display name. As we will see later in this section, another key feature of request types is that you can organize them into groups to help your users find what they need.
Setting up request types
To create a new request type for your service desk, do the following:
- Browse to the project settings page for the service desk where you want to create a new request type.
- Select the Request Types option from the left-hand panel. ...