What is issue type and request type in Jira?

Issue type and request type in Jira: In the dynamic landscape of project management, Jira stands as a pillar for teams seeking efficiency and collaboration. Two fundamental concepts within Jira that lay the groundwork for organizing work are “Issue Types” and “Request Types.” In this comprehensive guide, we’ll unravel the intricacies of these concepts, shedding light on their significance and how they shape the way teams manage tasks and requests.

Understanding Issue Types in Jira:


In Jira, an issue is a task, story, bug, or any unit of work that requires attention. “Issue Types” categorize these tasks based on their nature or purpose. Jira comes with several built-in issue types, including:

  1. Task: Represents a piece of work that needs to be done.
  2. Story: Represents a user story, a unit of work that delivers value to end-users.
  3. Bug: Represents a defect or error in the software that needs to be addressed.
  4. Epic: Represents a large body of work that can be broken down into smaller tasks or stories.


Jira provides the flexibility to create custom issue types tailored to specific project requirements. For example, a project related to customer support might introduce a “Customer Ticket” issue type.


Request Types in Jira Service Management:


In the context of Jira Service Management, “Request Types” are specific types of service requests that users can make. They are often associated with IT service management or customer support workflows. Common request types include:

  1. Incident: Used to report an unplanned disruption or degradation in service.
  2. Service Request: Used to request a standard service or information.
  3. Change: Used to request a change to a system or service.


Similar to issue types, Jira Service Management allows the creation of custom request types. This ensures that the system adapts to the specific needs of different service desks, whether it’s IT support, HR, or facilities management.

Key Distinctions:

  1. Scope:
    • Issue Types: Typically associated with development and project management.
    • Request Types: Primarily used in the context of service management and customer support.
  2. Purpose:
    • Issue Types: Focus on categorizing work items and tasks.
    • Request Types: Aimed at classifying service requests and incidents.

Best Practices for Utilizing Issue and Request Types:

  1. Tailor to Project Needs:
    • Customize issue types to align with the specific tasks and workflow of your projects.
    • Define request types that resonate with the service requests pertinent to your organization.
  2. Maintain Consistency:
    • Establish a standardized set of issue and request types to ensure clarity and consistency across projects and service desks.
  3. Regular Review and Optimization:
    • Periodically review and optimize your issue and request types to adapt to evolving project requirements or service offerings.


Frequently Asked Questions (FAQs) – Issue Types and Request Types in Jira

Q1: What is the primary purpose of issue types in Jira?

A1: Issue types in Jira categorize tasks or work items based on their nature. They help in organizing and managing different types of work within a project.

Q2: Can I create custom issue types in Jira?

A2: Yes, Jira allows users to create custom issue types to tailor the system to the specific needs and workflows of their projects.

Q3: How are request types different from issue types in Jira?

A3: Request types are primarily associated with Jira Service Management and focus on classifying service requests and incidents. Issue types, on the other hand, are more commonly used in development and project management.

Q4: Can I use request types outside of service management workflows?

A4: While request types are designed for service management, they can be adapted for different workflows. However, issue types are more versatile and commonly used in various project contexts.

Q5: Are there predefined issue types and request types in Jira?

A5: Yes, Jira comes with built-in issue types such as Task, Story, Bug, and Epic. Similarly, Jira Service Management includes standard request types like Incident, Service Request, and Change.

Q6: How do I customize request types in Jira Service Management?

A6: Jira Service Management allows customization of request types to align with specific service requests. Users can create custom request types to better suit the needs of their service desks.

Q7: Can I associate different workflows with different issue types in Jira?

A7: Yes, Jira enables the association of different workflows with distinct issue types, allowing for flexibility in managing diverse types of work.

Q8: What is the significance of creating custom request types in Jira Service Management?

A8: Creating custom request types ensures that service desks are tailored to the specific needs of different teams or departments, enhancing the efficiency of service request management.

Q9: How often should I review and update issue and request types in Jira?

A9: Regular reviews of issue and request types are recommended to adapt to evolving project requirements and service offerings. This helps maintain consistency and efficiency in project and service management.

Q10: Can issue types and request types be used collaboratively in a single project?

A10: While issue types are typically associated with projects, and request types with service management, they can be used collaboratively in a single project or instance, depending on the organization’s needs.

External Links

  1. Atlassian Documentation:
  2. Atlassian Community:
    • Atlassian Community: Join discussions, ask questions, and learn from experiences shared by the Jira user community.


In the intricate tapestry of Jira, understanding issue types and request types is akin to mastering the foundation of efficient project and service management. By customizing these elements to suit the unique needs of your organization, you unlock the true potential of Jira as a versatile and adaptive tool for successful project execution and service delivery.

Supercharge Your Collaboration: Must-Have Microsoft Teams Plugins Top 7 data management tools Top 9 project management tools Top 10 Software Testing Tools Every QA Professional Should Know 9 KPIs commonly tracked closely in Manufacturing industry