Jira 8 Administration Cookbook - Third Edition

How it works...

Jira Service Desk leverages many of Jira's built-in capabilities, and its request types are built on top of the issue type feature. A request type in a service desk is mapped to an issue type in Jira. The main difference here is that the request type is what the customer sees, so it allows you to give it a more descriptive name to help customers better understand the purpose behind each request type. For example, an issue type called bug can have a request type called report and an application defect mapped to it. While they will both mean the same thing to a support agent or engineer, the request type will be a lot friendlier in the eyes of a customer.

For this reason, when managing request types, you need to make sure the ...