Add, remove, or modify a request type in the portal

Learn how to create and organize request types to serve customers

Establish SLA goals and a working hours calendar

Constrain SLA goals based on your working calendar

Automate the lifecycle of a request

Use automation to handle recurring tasks

Establish a schema that can be used throughout Jira Service Management

Create a schema to enrich issues across Jira Service Management

Create a complex portal form

Understand how and when to use ProForma

Embed an Assets field in a customer-facing request form

Expedite resolutions by linking Assets data

Allow for approvals in a workflow

Demonstrate an example of how approvals work

Cross-link tickets and/or articles to add context to an issue

Enrich a Jira issue with contextual links

Create contextual queues for agents

Contextualize and configure queues based on the job to be done

Collaborate with non-agents in Jira Service Management projects

Learn how to work with non-agents using Jira Service Management

Submit, evaluate, and decline or promote initiatives

Manage ideation to promote new opportunities

Report with Atlassian Analytics

Gain greater visibility into performance

Add, remove, or modify a request type in the portal

Outcome	Your team will demonstrate that they understand how to create and organize request types to better serve your customers.
Processes	Add a request type Review what is editable Review hiding Review deletion Review best practices Review request groups Review portal look and feel Review Help Center look and feel
Practice area(s)	Request management, change enablement, and incident management
Product(s) in scope	Jira Service Management Premium or Enterprise, Opsgenie, Statuspage
Role(s)	Technical SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, and Team Member

Step	Process	Notes/References
1	From your service project, go to Project settings > Request types and select Create to create a new one, or edit an existing request by selecting the appropriate icon.	Create a request type
2	Request types must have a Request name, Icon, and assigned Issue type.
3	You can organize request types into portal groups by selecting the Portal groups tab. Create a group or add a form to an existing group. You can drag and drop here to reorder.	Organize request types into portal groups
4	To delete a request type, select More ••• > Delete request type, then select Delete.	Delete request types from your service project

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