Create request type/work type does not work

[Antonia]

I have created a new request type in my sandbox so that I can test it there first. Now I wanted to create a request type in my live environment and somehow it doesn't work there. I can only create a type within a request type, but I want to have a completely new work type so that I can click on it when I want to create a ticket.

[Trudy Claspill · Accepted solution]

Hello @Antonia 

One thing I note about the images you initially presented is that while they are both from Service Management projects, the one on the left is a Company Managed Service Management project and the one on the right is a Team Managed Service Management project.

Those two project types handle Request/Work Item type creation differently.

In a Company Managed JSM project Work Items and Request Types are two separate but optionally connected entities. Request Types are what a customer can select on the customer portal. A Request Type has to be linked to a Work Item Type, and selecting a Request Type in the portal results in creation of a Work item of the associated Work Item type. A Work Item Type is what an Agent can select when they create an issue using the Create button within Jira. In Company Managed JSM projects it is possible for an Agent to create a Work Item that is not linked to a Request Type.

In a Team Managed JSM project it is not possible to create a Work Item without it being associated to a Request Type. So in TM JSM projects you have the option only to create Request Types, which are synonymous with Work Items.

[Antonia]

Hi @Trudy Claspill

Okay, thanks. That explains a lot.

[Trudy Claspill]

So, in a Company Managed Service project you find the work items listed here, in a Work Item Type Scheme that is associated to the project. You can modify this scheme to add more Work item types to it that have already been created by a Jira Admin. (The creation of new Work Item Types by a Jira Admin is done separately through a different screen.)

And then also in the project you can create Request Types (in this template they are in groups) and associate the Request Type to the Work Item Type that will be created as a result. And in these projects the Request Type can have a different name than the associated Work Item Type.

With Company Managed Service projects, the Project Admin can create new Request Types, but not change the Work Item Types available. Only Jira Admins can change the Work item types that are available.

In a Team Managed Service project there is no separation in the creation of Request Types vs. Work Item Types. Instead in Project Settings there is one entity (Request Type) with two sections grouping the fields seen on the view from the Customer Portal (red square) and then the additional fields seen by agents in the Jira UI (blue square).

In a Team Managed project the Project Admin has full access to add Request Types (in Service projects) and Work item types (in non-Service projects) so I guess Atlassian decided there was no need to separate those entities in the Team Managed project.

In your Sandbox you used a Team Managed project. If you want to have the same set up options in your live environment you need to have a Team Managed project created there also. Currently, with have two different types of projects you are going to have different experiences with what can be modified and with other functionality.

[Antonia]

Hi @Trudy Claspill

thank you very much for the explaination. So I was searching the whole time for the categories and these can't create yourself. That was my problem, so thank you!

[Evgenii]

Hi, @Antonia 

Isn't it the same? You can create request type from this button.

[Antonia]

Hi @Evgenii

thank you for your help.

I have created a request type in the sandbox and if I then go to Create work item at the top, I can select this type as the work type. Unfortunately, I can't do that in the live environment. There it simply appears as a request type and not as a work type.

[Evgenii]

In a few words, here’s how request types work in a Jira Service Management (JSM) project:

1. First, create a work (issue) type .
2. Assign a workflow to this issue type.
3. Add the issue type to the issue type scheme of the relevant JSM project.
4. Then, create a request type and link it to the corresponding issue type.
5. Add request type to required category on portal

Once linked, the request type will appear in the customer portal and will create issues of the specified type when submitted.

[Antonia]

I searched for "create work (issue) type" but I couldn't find it. Do you know where I can create one?

[Antonia]

I think I have it, I will test it, thank you!

[Evgenii]

https://your-domain.atlassian.net/jira/settings/issues/issue-types
I hope you have necessary administrator rights :)

[Antonia]

So, I already had an work type created, but I can't select an workflow for it. When I click on the 3 dots, I can only "edit" , "delete" and "translate" it. It doesn't appear on the create work item screen too.

[Antonia]

It was the wrong scheme, I updated it.  I'll see how far I can get.

[Antonia]

Well, I don't quite like the solution.

Is there no way to create a request type yourself? I have now created the type “Hardware-Change” in “Service-Request”, but actually it is not a service request, but a completely different type. so I am simply missing my own request type.

Work type is there, fine.

[Evgenii]

If you want to see this request type on Customer Portal, you also need to add it to portal group. At current moment your request type is hidden from portal.

[Evgenii]

Request types and work types are not the same — they are completely different entities in Jira Service Management.

• If you want to create issues from the standart Jira interface , you should use work types (also known earlier as issue types).
  
• If you want to allow customers to submit requests through the Customer Portal , you need to use request types .
  
  

Each request type is linked to a work type, but only request types are visible to customers in the portal.

[Antonia]

Hi @Evgenii

my problem has nothing to do with the Customer Portal, so I'm only talking about the standard jira interface.

As we can see here, I am in the standard jira interface. I have selected my newly created work type. Now I want to select my Request type, but I could only create “Hardware Change” under Service Request. So my newly created request type can be found under “Service Requests”. Why is that? How does this not become its own request type?

[Evgenii]

That's because you can link multiple request types to a single work type.

For example, if you create several request types — like "Hardware Change 1" , "Hardware Change 2" , "Hardware Change 3" — and map them all to the same work type ("Hardware Change" ), all of those request types will appear in the dropdown list "Request Type" when creating a request.

This allows you to use request types with different forms, while using the same underlying issue type and workflow.

[Evgenii]

Here is official Atlassian manual, where you can read about request types and work types, and how they work with each other.
https://support.atlassian.com/jira-service-management-cloud/docs/how-do-workflows-issue-types-and-request-types-connect/

[Antonia]

The problem here is, I can't create a request type. I'm working with a supporter on this, I'll report back.

[Antonia]

@Evgenii I was looking for the categories like "Service-Request" but you can't create them yourself, so that was my problem. But thank you very much for your help.