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The new request type configuration experience is here!

We are very excited to announce the release of a new experience for configuring request types in Company Managed Projects. This experience will make it easier for you to create service catalogs that meet your needs.

Screen Shot 2022-06-27 at 5.48.20 pm.png

The new user interface is much easier to work with. You drag and drop fields from the right hand panel onto your Request Form or Issue View as needed with the same experience across both pages. If you need to add fields, you have two links on the bottom of the right-hand panel that allow you to add fields to the underlying screen or create new fields respectively.

Screen Shot 2022-06-27 at 5.59.31 pm.png

So, what has changed?

We have done our best to ensure backwards compatibility with the old experience, so the odds are that nothing has changed at all.Screen Shot 2022-06-27 at 6.04.23 pm.png

You can still:

  • Make fields required

  • Hide fields with preset values

  • Add descriptions to fields using Wiki Markup

  • Change the portal description of a field

  • Add instructions to request types

If, however, you find that there was something the old experience enabled that is no longer possible with the new experience, please let us know, we are doing our best to deliver a more intuitive experience that meets your needs fully.

And what’s next?

We are working towards our next release next calendar year where we will allow you to add fields from other projects without needing to navigate away from this page. We know that new users find it hard to work with screens and schemes and want to make sure we retain the power of Jira while making it more accessible for less experienced users.

So, what do you think? We’d love to hear from you.


Kalin U Rising Star Jun 27, 2022

I love the new experience. Thank you. It is so much easier. The only issue I found is the "Preview" button. It is actually "Preview after saving" or "View as a customer" as it does not provide an updated version of the form layout until the project admin saves the request form layout.

Also, it would have been really helpful if you included wiki markup editors directly in the fields that support them: "Request type description", "Instructions", and "Description" under each field.

Like # people like this

@Kalin U , thanks for the kind words! Your feedback makes sense, we will look into these in the coming weeks. We are working through a few different bugs but these kinds of enhancements are exactly what we are trying to do. 

Like Kalin U likes this

@Jehan Gonsalkorale: The new experience seems to be filtering some JSON stored values we used in a text field. The original request type editor allowed us to add hidden values like the below to text fields:

  "summary": "HR - Generate Unique Employee ID",
  "description": "Locate the most recent free employee ID from the list",
  "components": [
    "HR - Humanica"

We used this as templating functionality for the creation of sub-tasks. This functionality still works IF we don't do updates to the existing request types. The values are still set in the fields (verified by making an API request to rest/servicedeskapi/servicedesk/1/requesttype/55/field?expand=hiddenFields).

After the update, when we try and make changes to these values, we can no longer see them appear in the field, and saving the request type, results in empty fields (thereby removing our subtask definitions from the field).


Any idea why this happens? Is there a switch to revert to the old mode, until the new mode no longer shows this issue?

Like Nani Rahayu Abdul Latif likes this

Hi @Wesley Bouwer

That is very concerning. Sorry to hear about this. Could you please email me the url of your tenant? We can turn it off tomorrow morning AEST while we figure out how to solve for this. 

If you can, please provide some information and/or screenshots about your configuration and use case so we have a bit more context. This will help us find a fix or workaround for you sooner. 

My email address is


Looking forward to hearing for you, 



Great new feature.  However, I would like to express frustration with the rollout.  This cutover caused a behind-the-scenes issue with the request type configuration in our environment and completely broke our ability to receive inbound email requests for over 2 days.  The support team was able to fix the issue, but they pointed directly at this change as the reason for our unexpected outage.  What was more frustrating was that there were no support advisory notices or other acknowledgement that this was a widespread issue.

For additional reference in case it helps anyone else: the email requests configuration page for our project indicated "No suitable request type for email channels." Similarly, all of our email logs showed errors that said "Configured request type has too many visible required fields."  No matter what we did, we could not create a request type that resolved the issue.  We had to log a support request for them to clear up a problem on the backend.

Does anyone know how to do hard returns in Request types help and instructions? I was able to do a hard return using {} However the hyper link is no longer working. image.png



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