We’ve already covered the first part of Request Management > Request Types, Forms & Workflows so in this post, we’re moving on to the next set of settings: Queues, SLAs, Customer Satisfaction, Work Item Types, Fields, and Screens.

These are the behind-the-scenes pieces that help keep a Jira Service Management space organised, efficient, and easier for both agents and customers to use.

Why this area matters 📌

• Request management is where incoming customer requests are turned into something your team can actually manage.
• Instead of letting everything land in one messy pile, you can organize requests by type, track response targets, and control what agents see when they open a work item.
• That makes it easier to move fast without losing consistency.

Queues 🗂️

• Queues are your team’s working list.
• They group work items using filters such as status, type, assignee, priority, or SLA urgency, so agents can focus on the right work at the right time.
• In day-to-day support, I usually start with queues first because they help you spot overdue items, balance workload, and keep an eye on high-priority requests without digging through the whole project.
• A good queue setup feels like a clean inbox rather than a cluttered archive.

What you will see in Queues

• All Open.
• Assigned to Me.
• Open Tasks.
• Service Requests, which include:
• Open Service Requests.
• Unassigned Service Requests.
• My Service Requests.
• Incidents, which include:
• Open Incidents.
• My Incidents.
• Major Incidents.
• Resolved Incidents in the Last 7 Days.

What you can do with queues

• Reorder queues to match how your team works.
• Create new queues when the defaults are not enough.
• Use filters to build queues around request type, status, priority, or JQL if needed.
• Keep the most important queues at the top so the team can act faster.

SLAs ⏱️

• SLAs, or service-level agreements, define the time targets your team commits to for response or resolution.
• In JSM, queues are often sorted by SLA urgency, and the SLA clock helps you see how close a work item is to breaching its target.
• I usually think of SLAs as the heartbeat of the service desk.
• They do not just measure speed; they shape prioritization, escalation, and team behavior.

Customer Satisfaction 🙂

• Customer satisfaction gives you feedback on how customers felt about the support experience.
• It is a useful signal because it shows whether fast resolution actually translated into a good interaction, which is not always the same thing.
• In a real service desk, this feedback helps you spot patterns.
• For example, you might resolve tickets on time but still get poor ratings if the communication was unclear or the handoff was rough.

Work Item Types 🔧

• Work item types are the foundation behind request behavior in JSM.
• Atlassian explains that work types define the core structure of a work item, including its workflow and fields, while request types sit on top of that structure for portal experience and categorization.
• A work item type decides how the ticket behaves behind the scenes.
• The request type helps the customer choose the right option in the portal.

Fields 📝

• Fields are the data points you want to capture on a work item, such as summary, description, priority, asset details, or custom intake information.
• Atlassian notes that fields are managed from the work type level in JSM and can be added or removed depending on what your team needs.
• In practice, fields are where structure meets real work.
• Too few fields, and agents have to chase missing details. Too many fields, and the intake process becomes frustrating for customers and slower for the team.

Screens 🖥️

• Screens control which fields appear when agents view, create, or edit a work item.
• In JSM, screens are tied closely to work types, and changes here can affect every request type that shares the same work item screen.
• I treat screens as the final presentation layer.
• They decide what the agent sees at the moment of action, so they have a direct impact on speed and usability.

Practical setup tips ✅

• Start with queues first.
• Then confirm your SLA logic.
• After that, refine fields and screens.
• That sequence keeps the service desk usable while you improve the details.
• A simple rule of thumb is this: queues help agents work, SLAs help teams prioritize, customer satisfaction helps teams improve, work item types define structure, fields capture context, and screens control the agent experience.

Helpful references 🔗

• Atlassian: What are queues?
• Atlassian: Create a new queue
• Atlassian: Set up queues for your team
• Atlassian: Add or change the fields of a work type
• Atlassian: How workflows, work types, and request types connect