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Hello Community ,
We’re launching a few exciting new features that will save you loads of time and effort as you set up and customize your team’s company-managed project in Jira Service Management – request type and workflow templates!
Instead of creating your own request types and workflows from scratch, you’ll have the option to browse a library of templates designed for all kinds of teams like IT, HR, or marketing. Select the one that best fits the way you like to work, and in a few short steps you’ll have your new request type or workflow that you can continue to customize later.
Available in all company-managed projects, these templates are a great starting point for Jira admins who are new to Jira Service Management, as well as those Jira admins who are looking to create consistency across multiple projects, or further customize their project to meet changing needs.
We plan to make request type templates available in team-managed projects some time in 2024, so stay tuned!
A secret weapon for efficiency and consistency, templates provide a starting point to get you setup quickly, just like our project templates that come with pre-configured request types, workflows, and other default settings.
So we thought, why not offer templates to significantly reduce the number of steps and time it takes to create a new request type or workflow in a service project? Designed to showcase ideas and best practices relevant to a range of teams and use cases, the new templates can help with:
Consistency: helping to ensure that all your request types and workflows are standardized and consistent across your service projects.
Efficiency: saving you time and effort by using templates as a starting point, and reducing setup and configuration time.
Best practices: benefiting from industry best practices while tailoring templates to your organization's unique processes.
Streamlined onboarding: simplifying the onboarding process for new team members by providing them with predefined structures to work from.
Scalability: scaling your service projects without the headache of recreating request types and workflows each time.
Adding a new request type to your company-managed project just got a whole lot easier.
From Project settings you’ll navigate to the Request types screen and select Create request type, then 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. Preview a template to see its description and request form fields.
Select the template you want to use to create your new request type.
You’ll be prompted to review and make desired changes to the request type’s details including name, description, icon, portal group, and the issue type and its associated workflow. You can 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.
Once you’ve created your new request type, you’ll land in the 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.
Every new request type, whether it’s custom built or created using a template comes with a default workflow based on its issue type. If you want to change a specific request type’s workflow in your company-managed project, there’s two ways you can easily replace it with a new one created from a template.
From Project settings, navigate to the Request types screen. Select the name of the request type you want to update and within that request type's configuration screen, select Manage workflow, then select Replace using template.
You can also replace a workflow using a template from the Request types screen by selecting the More actions menu next to the request type you want to update. Then in the Workflow section, select Replace using template.
In the workflow template library, you can browse the template categories or search for the workflow you need, with the option to choose workflows that come with preconfigured approvals steps. Preview a template to see its description, statuses, and transitions.
Select the template you want to use to create your new workflow. Your new workflow comes with a new issue type, so you’ll be prompted to review and make desired changes to the names of your new workflow and issue type. Select Continue and the new workflow and issue type will be added to your project and linked to the request type you chose to update. You can edit the details for both the request type and issue type later in project settings.
We have started exploring how we might empower teams to get started quickly and easily by making the time-saving benefits of these templates available when a project is first created.
When creating a new company-managed project using one of our Blank service management project templates, you’ll have the option to use request type templates to add request types to your project before it’s created.
From the top menu bar select Projects, then Create project. From the Service management category, select a Blank project template, complete your project’s details, then select Create project. When you select Let’s go on the welcome screen you’ll land in the request type template library where you can browse, Preview, and Select a template to create a new request type.
Review and update the request type’s details including name, description, icon, portal group, and issue type and associated workflow. To add more request types, select Save and create another to be taken back to the template library. Repeat this process as many times as you like until you’ve added all your request types. When you’re done (or If you’re only adding one request type), select Save and continue to project.
We are continuously striving to improve your experience with Jira Service Management, and these features are a direct result of your valuable feedback. We hope that request type and workflow templates will make your service management tasks more efficient and effective.
Please take this opportunity to explore and experiment with the templates, and share your thoughts with us. Your feedback is what drives our continuous improvement, and we can't wait to hear how this feature enhances your experience!
The Jira Service Management team