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[EAP ENDED] 📣 Early access program - Request Type Templates in Jira Service Management

EAP Request type templates.jpg

Latest update: The EAP has been ended, but keep an eye out for this feature as we have started rolling it out.


Hi Community!

We are excited to announce an early access program for a new request type creation feature in Jira Service Management. You’ll be able to browse a library of templates and select one to create your new request type. We’re making it quicker and easier to create the request types your team needs, and you’ll still have the ability to customize them in project settings.

Sound great? Sign up now to try request type templates

Once you sign up, the feature will be made available to you in the coming weeks.



How will it work?

To create a request type, navigate to your company-managed service project’s Project settings, then select Request types. Click on Create request type and select Create from template.



You’ll be taken to a full-screen template library, showcasing a range of available request type templates that span use cases from Finance to HR. You can browse the template categories or search for the request type you need.


Request type template library.png


Select a template to preview its description and request form fields. When you’ve found the template you want to use to create your new request type, select Add.


 Request type form preview.png


You’ll be prompted to review and make desired changes to the request type’s details including Name, Description, Icon, Portal group, Issue type, and Workflow. You can also edit these details later in project settings.

When you’re ready to create your request type, select Save and the request type object will be created and associated with the selected issue type and workflow. Consistent with how things work today, no new issue types or workflows will be created.


Request type details screen.png



After selecting Save, you’ll land in the new request type’s field configuration screen. Here you’re able to continue editing the request form and issue view fields for your request type.

Request type templates may contain fields that don’t already exist on your instance. Any new fields will be created as custom fields that you can edit in Jira settings.


Request type field configuration screen.png

What’s next?

Our team continues to work towards streamlining the project setup experience, which in the short term means further developing the request type templates so that they meet your needs. We’ll learn more about how using templates to create request types help our users shortcut the sometimes complex configurations in Jira when first setting up a project.


Why sign up for the early access program?

By signing up for the early access program, you’ll be among the first to get access to this feature and the first to receive improvements as we roll them out. The feature will be fully productionised and tested, but if you do come across any issues, you can let us know and we’ll either provide a fix or, if you prefer, disable the feature.

As the main goal of this program is to make sure this feature meets your needs, your feedback is extremely valuable to us. We appreciate any and all feedback, and if you're prepared to chat with us, better still! Let us know your experience over the duration of the program, what worked well, and what could be improved.


We looking forward to you joining the program! If you have any questions or comments, you can comment below or email me directly at:

Sign up to try request type templates


Kind regards,

Kimmi Rawsthorne
Product Designer, Jira Service Management




Curt Holley
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 30, 2023

Hi @Kimmi Rawsthorne 

These look like a much welcomed option for JSM request types.

Question: If an exact match for a field name does exist (say, Employee Location) and it happens to be an Asset object custom field. Would the template use that field or create another one?

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Kimmi Rawsthorne
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 30, 2023

Hi @Curt Holley , thanks for your kind words and great question.

Currently, the fields will be created disregarding whether one already exists with the same name. But this is definitely on our radar as a potential iteration for request type templates.

We'd love for you to sign up to our early access program so you can give us feedback on the new experience, and your needs around how fields should be created.


Best regards, 


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Curt Holley
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 31, 2023

Thanks @Kimmi Rawsthorne I've just signed up!

said kouzibry
Rising Star
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June 9, 2023

This looks promising, I can already see how it would make it a lot easier to create new SM projects.

Will the templates allow for the creation of the underlying configuration ? Customfields, screens...

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Kimmi Rawsthorne
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 13, 2023

Hi @said kouzibry , thanks for your comment.

When creating a new request type using a template, you can map it to an existing issue type and workflow. This means that no new issue type and it's underlying configurations like screens will be created.

Because the template may contain fields that don't already exist on your instance, the fields will be created as custom fields. These custom fields will be added to the Screen of the existing issue type associated with the created request type. This ultimately means that those custom fields will appear in the hide if empty section of the issue view layout for all request types using the same issue type. 


I hope that helps. Let me know if you have further questions!


Best regards,


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Prabhu Palanisamy _Onward_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
June 22, 2023

We are looking forward to this feature. Will this feature be exposed in the API?


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