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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




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