Introducing ‘Request type groups’ for HR projects

[#1]

Hello Community 😃

We're excited to announce the rollout of a new feature in Jira Service Management: Request type groups for HR projects 🥳. This enhancement is designed to streamline how HR teams manage their services, making it easier to document, organize, and report on various HR operations.

What are request type groups?

Request type groups allow you to categorize related request types within a single project. This feature is particularly beneficial for HR teams that want to create a basic service catalog that might include services like ‘Employee Onboarding’, ‘Employee benefits and rewards’, and ‘Talent management’. By organizing request types into these groups, teams can enhance the visibility of their services as well as collaboration across departments.

Request type groups are available by default for new company-managed HR projects 🙌, and they can be enabled for other existing projects.

Examples of how to make request type groups work for you:

• Visibility: Create request type groups that represent the catalog of services your team offers, then use them to group the request types that represent the work associated with each service.

• Findability: Create custom queues based on request type groups, making it easier for your teams to find and focus on the issues they’re responsible for.

• Insights: Gather data about the types and volumes of requests for each group by using request type groups in JQL queries.

Getting started with request type groups

To explore this feature, create a new company-managed service project using the HR project template. You can also enable it in an existing project by going to the Features section in project settings, finding Request type groups in the ‘Feature lab’ section, then toggling the feature on.

For detailed instructions, read more about using request type groups.

We hope this new feature enhances your HR service management experience. As always, we welcome your feedback and are here to support you in making the most of Jira Service Management 

Best,
The Atlassian Team 💙

[Gary Blower _eficode_]

What's the JQL field for "request type groups"? I have the feature enabled but cannot find the correct JQL clause. There is no info in https://support.atlassian.com/jira-service-management-cloud/docs/using-request-type-groups/ 

[Italo _Modus Create_]

@Gary Blower _eficode_ ,

Apparently you can use the below JQL syntax

"Request Type" in requestTypesInGroup("PROJECT_KEY","GROUP_NAME")

eg:

"Request Type" in requestTypesInGroup("ITS","Employee relations")

[Italo Lobato]

Is this available for all JSM projects? How Jira knows when it's an HR projects?

[Matthew Challenger]

Also looking to enable this in existing projects. How can this be done? This feature is useful to more than just HR. 

[Prabhu Palanisamy _Onward_]

Good feature. Any reason this is limited to HR projects? I'd assume any project that want to manage a collection of request types should be able to use it?

[Megha]

Hi @Gary Blower _eficode_ thanks for your feedback 😃, we are updating the documentation to add instructions on how to filter in JQL with request type groups. You should be able to see the updated version shortly.

[Megha]

@Italo Lobato @Matthew Challenger @Prabhu Palanisamy _Onward_ and anyone else looking to use this feature for non HR JSM projects, you absolutely can do so 😃, I have updated the article to help make that more clear, so thanks for taking the time to ask questions.

To use request type groups:

1. From your service project, select Project settings, then Features.
2. Find Request type groups in the ‘Feature lab’ section.
3. Select the toggle to turn on the Request type groups feature.
4. Under ‘Request management’ in the left navigation, select Request types.

On the request types settings screen, you’ll see a ‘Request type group’ column in the table that displays the name of the group to which each request type has been assigned. There is also a filter that enables the display of the project’s request types by selected request type groups.

Give this a go and let us know your feedback on using request type groups and if you find it helpful for your teams.
Thanks everyone 💙

[Megha]

A quick note: This feature is only ON by default for new HR projects, and OFF for everyone else for now unless they choose to toggle it on (see instructions above).

The reasoning for that is we wanted to evaluate the feature with a smaller cohort of users which is why we default it ON for HR projects as those users have often given us feedback about a need for this grouping.

We'd also love to learn how/ why this feature is useful and what sorts of teams/ projects are hoping to use this, so if you have time to share, please do leave a comment here telling us about your team and how you would benefit from turning on the Request type groups feature on your project.
Thank you 💙

[Rudy Holtkamp]

Thanks @Megha & team,

This is a great addition which will help make our queries much more readable.

It should be standard for all JSM projects without having to enable it! It is not bothering anyone if it is on (or is it)?