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We’ve heard your feedback about Jira Service Management’s request types page updates

We recently rolled out some changes to the request types pages.

You might remember the old experience

Image one.png
And you might be familiar with the new experience
Image two.png

These changes split the ticket configuration experience across two pages ('Request types' and ‘Portal groups’), creating a new and markedly different user experience that was well received by customers with small service projects and few request types, but caused disruption for those with a large number of request types.

After speaking to many of the customers who were impacted by these changes, we found that, for example, they often used portal groupings to help them navigate their large service catalog and issue types to identify the workflow of their request types. Our recent UI updates made this way of working challenging for them.

While these changes were intended to enhance the experience for all our customers, we want to let you know we’ve heard you and are taking immediate steps to address the feedback and make further improvements.

Over the coming weeks, we’ll be working to deliver the following to the ‘Request types’ page:

  • Issue types and portal group visibility: You’ll be able to see these details for each of your request types

  • Filtering updates: You'll be able to filter your request types by issue types and/or portal groups

  • Ordering improvements: Request types will be ordered alphabetically (rather than chronologically) with hidden request types appearing at the end of the list.

We apologise for any inconvenience these recent changes have caused and look forward to hearing your thoughts on these impending updates.

Kind regards,


Jehan Gonsalkorale

Product Manager, Jira Service Management



Matt Lane May 5, 2021

@Jehan Gonsalkorale  Looks like the screenshots are the wrong way around in the article. Just wanted to point that out, in case no one had mentioned it. Best regards.

Jehan Gonsalkorale
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 7, 2021

HI @Matt Lane , appreciate you commenting here. The images are, in fact, in the correct order. I suspect the confusion is that the update was made before we released the changes, where the page now looks like this. So, the first image is what the page looked like before October 2020, the second is what it looked like from then until February 2021 and then we have the UI below which has been the experience since then. 

Screen Shot 2021-06-07 at 6.14.37 pm.png

Muhammad Fahad
Rising Star
Rising Star
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July 31, 2021

Hi @Jehan Gonsalkorale ,

It would be nice if product team can prioritize options to:

  • Add custom fields with conditional hide and show the logic.
  • Change portal forms color scheme and font-weight etc.
  • Rename out of the box fields for custom portal list view e.g. self-service portal -> Requests -> All (Reference or type field).
  • Add custom fields in the Manage columns feature on the self-service portal -> Requests -> All -> Manage columns.

Thank you

Like Jehan Gonsalkorale likes this


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