In the previous post, we have discussed the Access settings. Now, we will dig about Request Management which will show the first part for Request Types, Forms & Workflows.
Under Space settings > Request management, find Request types, Forms, Workflows. This is where ITSM shines, you can customize what customers see in the portal vs. what agents handle.
- Request types: Pre-loaded gems like “Get IT help” or “Incident.” Preview, add/remove during setup.
Updating Request Types 📝
Request templates (aka types) control forms. Here’s my go-to process – saved hours on custom hardware requests:
- Go to Space settings > Request management > Request types.
- Pick a type (e.g., “Service request”).
- Edit name/description directly – what customers see in portal. Hit Save changes.
- Switch to Request form (customer view) or Work item view (agent view).
- Drag & drop fields:
- Add from right panel (e.g., “Asset tag” custom field).
- Remove/reorder as needed.
- For forms: Tweak Display name, add description, set preset value & hide, or mark Required.
Save changes – test in portal immediately!
Adding Request Template 📝
- Go to Space settings > Request management > Request types.
- Pick a type (e.g., “Service request”).
- Click Create request type.
- You can choose from templates or you can create your own. I created my own for my Offboard Employee request type.
Drag & drop fields:
- Add from right panel (e.g., “Asset tag” custom field).
- Remove/reorder as needed.
- For forms: Tweak Display name, add description, set preset value & hide, or mark Required.
- Once saved, you should see this little window and click View in Portal to test.
- Try to add information from that portal to test and click Send.
- This is how it looks like from the requester’s side:
- And this is how it looks like on the Agent’s / IT Service Desk Space’s side. You can configure other settings as you wish.
Adding Forms and Workflows to Request Types in Jira Service Management 🛠️
After setting up my Request Types in Jira Service Management, the next step was making them more useful by adding Forms and connecting the right Workflows. Request Types are already in place, so this part is all about improving the customer experience and making sure every request follows the right path behind the scenes.
Adding a form to a request type 📝
Forms can be attached directly to a request type so customers only see one clean request form when they raise a ticket. Atlassian documents two main ways to do this: attach a form from the Request types area, or attach it from the Forms builder settings.
My usual setup flow 🔧
- Go to Space settings.
- Open Request management.
- Select Forms.
- Click create form.
- You can add a new from a template or create a blank.
- Then you can attach the form in a certain request type.
- Save the changes and test the portal view.
- I had added an International Roaming Request (from a current template) for my Request for new sim card or roaming request type.
- So this is how it looks like from my request types:
- And here how it looks like from the IT Service Desk live portal:
Connecting the workflow 🔄
- 🔹 Every request type in Jira Service Management is tied to a work type, and each work type is tied to a workflow.
- 🔹 On the surface, a request type may look simple, but underneath it’s routed through a workflow that controls statuses like To do, In progress, and Done.
- 🔄 This is where the request starts feeling like a proper service process instead of just a form submission.
- 👥 The workflow decides what happens next, who can act on the ticket, and how the work progresses internally.
- ✅ If your request types are already created, this is the stage where you double‑check that each one is connected to the workflow that fits its purpose. ⚙️
Quick Tips 🚀
- Permissions: Space admin only. Share wisely via People.
- Test Always: Portal preview avoids “oops” tickets.
- Scale Smart: Company-managed for shared schemes; team-managed for simplicity.
- Resources: Customize request types | Edit space details.
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