Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Introducing AI powered request type and field suggestions for Jira Service Management Cloud

Hi community friends,


Have you or anyone at your organization ever struggled with setting up a service desk, especially with building a service catalog to support your customers or employees? If so, Atlassian Intelligence is here to help take some of the guesswork out of creating request types and fields in Jira Service Management so you can focus on providing an exceptional experience for your customers.

We’re excited to announce two new Atlassian Intelligence features for Jira Service Management Premium and Enterprise customers, AI request type suggestions and AI field suggestions!


AI Request Type Suggestions

Request types define and categorize incoming requests, enabling you to gather necessary information from your customers or employees. However, determining which request types to create for the individuals you support can be a time-consuming process. This is where Atlassian Intelligence can help!

Screenshot 2024-03-26 at 12.20.11 PM.png

When Atlassian Intelligence is active for Jira Service Management Premium or Enterprise, you can now navigate to your Request types via Project settings, select Create request type > Create using AI, and Atlassian Intelligence will suggest request types based on how you describe the type of work your team manages. From IT and HR to dog grooming and catering, Atlassian Intelligence can suggest request types across a range of use cases and add them to your service desk with just a few clicks. Check out the demo below to see AI request type suggestions in action:



AI Field Suggestions

Once a request type has been created, either by using Atlassian Intelligence or manually, you can then utilize Atlassian Intelligence to suggest relevant fields for collecting the necessary information from your customers or employees.

Screenshot 2024-03-25 at 11.31.11 AM.png

To suggest fields, navigate to your Request types via Project settings, select the appropriate request type, and then choose Suggest fields to get started. Atlassian Intelligence's suggestions include a selection of existing fields you can add immediately, as well as recommendations for custom fields that you can opt to create as new fields in your instance. Take a look at the demo below to see how field suggestions can speed up your service desk configuration:



Share your feedback

We are always striving to enhance your Jira Service Management experience. Try suggesting request types and fields with Atlassian Intelligence and share your feedback with us. Your input drives our improvement, and we look forward to hearing how this feature enhances your experience.


Activate Atlassian Intelligence for Jira Service Management

Not able to access AI powered request type and field suggestions? Verify that Atlassian Intelligence has been activated for Jira Service Management via Atlassian Administration:

  1. Go to Select your organization if you have more than one. Note that only organization admins can do this step.

  2. Select Settings > Atlassian Intelligence. You’ll see a table with any products that already have Atlassian Intelligence activated. This will be empty if your organization hasn’t activated it for any products yet.

  3. Select Select products. You’ll see a list of the products in your organization that can activate Atlassian Intelligence. Only the products that have Atlassian Intelligence features available are shown here.

  4. Select Jira Service Management if it is not already active and follow the prompts.

Note: AI request type and field suggestions are currently only available for company-managed projects. Additionally, AI field suggestions can only be accessed by Jira site admins.


More Atlassian Intelligence features in Jira Service Management!

Finally, if you are interested in learning more about Atlassian Intelligence in Jira Service Management, you can explore our new AI product guide. This comprehensive guide is intended to assist you in unlocking intelligent experiences throughout the Jira Service Management platform, enabling you to enhance productivity and provide outstanding service to both employees and customers.



Prabhu Palanisamy _Onward_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
March 27, 2024

Insightful article on using AI in everyday workflows. Special shoutout for highlighting HR use cases!

Like # people like this
Annie April 11, 2024

Awesome! Thanks so much for your insightful info 

Like Jeremy Cooley likes this


Log in or Sign up to comment
AUG Leaders

Atlassian Community Events