Request Types

[camila_souza]

I need to know how to enable Request Types in an Enterprise Plan (or corporate plan). What is the specific enablement path (the steps or configurations needed)? Also, is the Request Type the only feature that allows interlinking forms with a self-service portal created by Jira?

[Trudy Claspill]

Hello @camila_souza 

Request Types are a feature available only in Service Management projects/spaces. Such projects/spaces are available only if you subscribe to the Jira Service Management product as part of your plan.

[camila_souza]

Hi Trudy!

Thanks! We have JSM, but I can't access/configure Request Types. I'm having trouble finding the permissions path.

1. Do I need a specific role (like Project Admin or Service Desk Team) to see these settings?

2. What is the exact navigation path to enable this? I'm wondering if I'm not creating the portal page correctly to access the configuration."

[Trudy Claspill]

Hello @camila_souza 

First, you must be working with a Service Management type of project.

Click the three dots next to the project name (in the navigation panel on the left) to open the pop-up that shows the project type and share that information with us. We need to confirm that the project is Service Management, and know if it is Team Managed or Company Managed.

The navigation path depends on whether the project is Team or Company managed, but starts with going to the Space Settings option in that same pop-up.

You must have permission to administer the project to access that first option. If you are an administrator of the JSM product you may already have the project administration permission.

If you can get that far, please share a screen image of the option you then see in the navigation panel on the left.

You will also need to have a Jira Service Management Agent license to access JSM specific features such as Request Type, SLA, and Queue management.

Additionally you may need to be added to the Service Team role in that specific JSM project.

[camila_souza]

Hello, @Trudy Claspill 

Thank you for the detailed breakdown! 

I confirm that we are working with a Jira Service Management (JSM) project, and I have checked that my profile has administrative privileges.

I've successfully created the forms, but I believe the issue is that I cannot link them to the Request Types due to a permission issue on the Request Types side.

I understand the need for the Admin permission and a JSM Agent license. Based on this, could you please confirm the exact steps after selecting Space Settings? I suspect I might be navigating incorrectly when trying to link the forms/set up the Request Types.

Please find the requested images attached for confirmation.

[Trudy Claspill]

Thank you for that additional information @camila_souza 

Check the Permission Scheme for the project. There is a permission named Service Project Agent. Make sure that you have been assigned to a role or group that has been granted that permission.

Being a Jira/JSM Product Administrator will give you access to the Space Settings for the space/project, but does not automatically make you a member of roles within the project. You will need the above permission. As a Jira/JSM Product Admin you should be able to assign yourself to the necessary project role in the project.

[Marc - Devoteam]

Hi @camila_souza 

Request Types are a feature of a JSM project only.

Yes, forms in JSM projects need to be linked to a Request Type, as these are used on a the JSM portal

[camila_souza]

Hi Marc,

Thanks! We have JSM, but I can't access/configure Request Types. I'm having trouble finding the permissions path.

1. Do I need a specific role (like Project Admin or Service Desk Team) to see these settings?

2. What is the exact navigation path to enable this? I'm wondering if I'm not creating the portal page correctly to access the configuration."

[Marc - Devoteam]

Hi @camila_souza 

You need to be project admin and you will need to be granted the agent license in User management in the instance administration.