Changing issue type names

[Raoul Kaiser]

The standard Jira SM issue type names do not meet our needs I would like to change Service requests, Incidents, Problems, Changes to something more friendly to my system. How can I do that? I tried changing the names under issue types. How can I stop showing post incident review? That is messing up my users as well.

This is what I changed the issue types to but the display still shows what is above.

I would like Problems to say Software Issue instead and Changes to say Upgrade Request. 

[Joseph Chung Yin · Accepted solution]

@Raoul Kaiser -

What you are referring to is new feature of JSM ITSM project.  They are ITSM work categories and has no direct relationship with issue type names.  They are associated with JSM's request type.  

Please see the following links to understand work categories - 

• https://support.atlassian.com/jira-service-management-cloud/docs/what-are-ticket-categories/
• https://support.atlassian.com/jira-service-management-cloud/docs/how-categories-work-in-it-service-management-projects/
• https://support.atlassian.com/jira-service-management-cloud/docs/assign-request-types-to-an-it-service-management-category/

Unfortunately, you cannot change the work categories names at this time.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Raoul Kaiser]

Thank you. I knew it was the categories of the ITSM framework but when you work with individuals who have never used or heard of that framework it is very difficult for them to translate those terms into their every day terms.

[Joseph Chung Yin]

@Raoul Kaiser -

I would recommend you to submit a formal request to https://support.atlassian.com/ and ask Atlassian for an enhancement allowing site admin/admins to update the categories name.

If those categories are difficult for your users base, then I would recommend that you can disable the feature, so your team and avoid the confusion for your users.

Best, Joseph

[Jehan Gonsalkorale]

Hi Raoul, 

Thanks for your question, many people have had similar questions. 

The groups you see are not issue types but "Work categories". These are groups of request types that share a similar use case and have, in some cases, additional features (for instance, incident management comes with Opsgenie integration). 

We don't support custom Work categories but you can turn them on and off as you prefer. 

To turn them on or off, select "Project settings" > "Features" and scroll to "ITSM categories". 

Some of the categories may appear locked. This will be because you have request types assigned to them. You can enable the turn off functionality by moving the request types to another work category or deleting them (in a few weeks, this won't be necessary, we will move them to "Unassigned" for you). 

In your case, if the additional features of these work categories are not useful, you may decide it's easiest to turn them all off. In any case, these categories work with any issue type, so that is a separate consideration. 

You might be wondering why issue types and work categories are separate things. The thinking here is that issue types are often fully customised by experienced admins so we wanted to allow you to use work categories with any issue types you saw fit. 

Does this help? Let me know if there's anything else I can do. 

Best regards,

Jehan Gonsalkorale

Product manager, Jira Service Management

[Ismail Sanni]

Hi @Raoul Kaiser 

Its best to create new issue types that will fit your system instead of editing and changing their names (which I don't think is possible).

Ismail.