Request Types vs. Issue Types: How We Simplified Our JSM Portal

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When we first rolled out Jira Service Management (JSM), our portal was cluttered, confusing, and overwhelming for users. The root cause? A misunderstanding of the difference between Request Types and Issue Types.

In this article, I’ll share how we clarified this distinction, redesigned our portal, and created a smoother experience for both customers and agents.

Understanding the Difference

Issue Types

• Represent the backend structure of a Jira ticket.
• Examples: Incident, Service Request, Change, Problem.
• Define workflows, fields, and automation.

Request Types

• Represent the frontend experience for customers.
• Examples: “Report a Bug”, “Request Access”, “Ask a Question”.
• Map to one or more issue types but allow customization of forms and language.

Our Problem

• Users saw too many confusing options.
• Similar requests were routed differently.
• Agents had inconsistent data to work with.

Our Solution

1. Grouped Request Types by Category

• Created categories like Access, Hardware, Software, and General Help.
• Each category had 2–3 clear request types.

2. Mapped Request Types to Simplified Issue Types

• Mapped multiple request types to a single issue type (e.g., “Request Laptop” and “Request Monitor” → Service Request).
• Reduced issue type complexity for agents.

3. Customized Request Forms

• Used hidden fields, preset values, and conditional logic.
• Ensured agents received all necessary info without overwhelming users.

4. Used Automation to Route Requests

• Based on request type, auto-assigned to the right team.
• Triggered relevant SLAs and notifications.

Impact

Metric	Before Cleanup	After Cleanup
Avg. Ticket Resolution	3.8 days	2.1 days
Portal Request Options	25+	10
User Satisfaction (CSAT)	78%	92%

Tips for Others

• Start with your users: What language do they use? What do they expect?
• Limit request types: Less is more.
• Use forms smartly: Hide complexity behind clean interfaces.
• Review regularly: What worked last quarter may need tweaking now.

Final Thoughts

Simplifying our JSM portal by properly using request types and issue types was a game-changer. It made the system more intuitive for users and more manageable for agents. If your portal feels cluttered or confusing, this might be the fix you need.