Work Types field issues

[Saji Sasi]

In project settings, under request types before it was Incident, Service Request, Change, Post-Incident Review, Problem, Task,  Don't know what I did, suddenly it is showing Incidents, service requests, and unassigned.  Inside the Unassigned part, Change, post-incident review, and problems comes under. I need to go back as earlier. I created automation for every request types

[Gunjan Kumar · Accepted solution]

Hi @Saji Sasi 
This usually happens when a different template is selected while creating the project. If the "IT Service Management" template is used, all request types appear separately. Since the "Development requests" template was selected, some request types are grouped under Unassigned.

[Saji Sasi]

This is exactly how my screen looks like.  Can u guide me how to check and correct it please.

[Gunjan Kumar]

Click Spaces -> Click Create Space -> Select Templates -> Use the IT Service Management template instead of the Development Request template

[Trudy Claspill]

Hello @Saji Sasi 

Welcome to the Atlassian community.

Does this concern a Team-managed or Company-managed Space?

Can you provide a screen image of what you're seeing, including the navigation panel on the left?

[Saji Sasi]

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[Trudy Claspill]

Thank you.

Can you show us what is appearing in the panel on the right also?

And let us know if this is a Team-managed or Company-managed Space, please.

[Saji Sasi]

it is company-managed space. I just want to know how to look like before, it was one by one, how unassigned work type added

[Trudy Claspill]

According to my searches this occurs in ITSM service projects. The Unassigned group is for request types not assigned to a work category. The Unassigned group can appear if work categories have recently been abled.

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-unassigned-request-types/

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-ticket-categories/

It doesn't appear that work categories can be entirely disabled in ITSM spaces. You can disable the individual categories, which will move the request types to the Unassigned group.

[Susan Waldrip]

Hi  , welcome to the Community! Another possibility is, if you are on Standard plan, the Change, Incident, Post-Incident Review, and Problem categories were all removed last year from that plan. If your renewal date occurred recently, that could be why all those categories disappeared (Atlassian gave us one year grace period before removing them). Other answers may have addressed why the "Unassigned" category has appeared now.